Client Service Specialist Lead (QA)

The Client Service Specialist Lead is responsible for providing operational support and subject matter expertise to a team of CSSs in support of specific state, federal, and commercial contracts. Provide escalated technical and administrative support for receiving and responding to inbound customer inquiries, performing outreach to providers and members, and providing program, technical, and administrative support for various contracts/customers, including support of internal applications and tools.

Essential Functions

• Serve as the subject matter expert for assigned contracts.
• Work on expedited requests from stakeholders.
• Ensure that client goals are met daily.
• Ensure that goals and SLAs are met daily.
• Provide support during peak periods.
• Coordinate quality monitoring and development of CSS’, including but not limited to live-call monitoring, educational development, and presentations.
• Develop standard knowledge base articles, develop training opportunities, perform quality assurance, and perform coaching and mentoring.
• Assist in day-to-day operations by monitoring coverage and ensuring coordination with team members. Assists with reports daily, monthly, and quarterly as needed. Updates metric dashboards daily and assesses results.
• Review areas of concern with supervisors.
• Act as client liaison, when applicable, attending recurring client-facing operational meetings.
• Assist with project work as needed and perform miscellaneous duties as assigned by the Supervisor.

Requirements

• High school diploma or equivalent
• Minimum of 3 years of experience working in a customer service or healthcare environment.
• Experience working in a leadership or mentoring role
• Demonstrated experience working with deadlines and confidential information.
• Excellent verbal and written communication skills and advanced PC skills.
• Proficiency in all Microsoft Office products, especially Outlook and calendar management.
• Ability to triage issues and handle multiple tasks.

COMMITMENT TO SAFETYAs part of our commitment to health and safety, some roles may require additional health protocols (i.e. personal protective equipment or vaccination) Who We Are: Telligen is one of the most respected population health management organizations in the country.  We work with state and federal government programs, as well as employers and health plans offering clinical, analytical, and technical expertise. Health has changed a lot through our 50-year history, but what has remained constant is that we care deeply about who we serve and what we do. Our success is built on our ability to adapt, respond to client needs, and offer innovative solutions. Our business is our people and we’re looking for talented individuals who not only believe in our mission but who are ready to take ownership and make a difference in the lives of people, in the world of health. Learn more about who we are and what we do at www.telligen.com/about-us Are you Ready? We’re on a mission to transform lives and economies by improving health and getting there means following through on our values of Ownership, Community, Ingenuity & Integrity.  Ownership: As a 100% employee-owned company, our employee-owners drive our business, our solutions, and share in our success. When employee-owners grow and thrive, we all win.Community: Putting others first and being a good corporate partner wherever we work, and play makes us who we are. We Show Up. For our clients, for our communities, and for each other.Ingenuity: We’re a team of passionate professionals driven by hard work and big ideas. We understand that high-value breakthroughs come from taking calculated risks. If it will benefit our clients and advance our mission, we’re all ears. We celebrate free-thinking and challenge the status quo, so brainstorm away! Integrity: Smiling faces (virtual or in-person) are the norm around here. We enjoy a friendly work environment where everyone is dedicated to mutual trust, respect, and excellence.  Thank you for your interest in Telligen!Follow us on Twitter, Facebook, and LinkedIn to learn more about our mission-driven culture and stay up to speed.
Telligen and our affiliates are Affirmative Action, Equal Opportunity Employers (EOE/M/F/Vet/Disability), and E-Verify Participants. Telligen will not provide sponsorship for this position. If you will require sponsorship for work authorization now or in the future, we cannot consider your application at this time. Telligen does not accept 3rd party solicitations from outside staffing firms.