Customer Service Team Lead (Work from Home)

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We are transforming healthcare to be value-driven, creating a seamless, consumer-centric care experience that maximizes value for all.

We believe that all health consumers are entitled to high quality, coordinated healthcare. We uniquely align the interests of health consumers, providers, and payors to make high-quality healthcare accessible and affordable to all populations across the ACA Marketplace, Medicare, and Medicaid.

 

 

SCOPE OF ROLE 

The Customer Service Team Lead provides support to providers and members by answering calls regarding eligibility, benefits, claims, and service authorizations. And as Team Lead, will support team members and new hires through onboarding and training.

ROLE RESPONSIBILITIES

• Answering incoming calls from providers, members, and health plans. Manages escalated calls as needed.
• Provides new hires & ongoing training to the team
• Sets the standard for team behavior by acting as a role model and mentor
• Responsible for providing and timely completing assigned reports
• Collaborate in developing, reviewing, and implementing Customer Service policies and procedures to meet company goals
• Partners with Manager to monitor the Live Dashboard for performance standards & provide real-time feedback to the team.
• Other duties and responsibilities as assigned.

EDUCATION, TRAINING, AND PROFESSIONAL EXPERIENCE

• Experience in a call center environment and customer service experience is a must
• Knowledge of Healthcare preferred. 1-2 years of experience as a team lead, supervisor or similar role.
• High school degree, or GED equivalent. Associated degree highly desirable.
• Healthcare claims prior experience preferred but not required.

PROFESSIONAL COMPETENCIES

• Customer Service Leadership skills: practicing, valuing, and supporting service to both internal and external customers.
• Time Management Skills: establishing priorities and accomplishing tasks promptly.
• Teamwork: the ability to work in a team environment to establish personal priorities and accomplish tasks promptly
• Computer Experience: Window environment, Microsoft Word, PowerPoint, Excel

 

    As an Equal Opportunity Employer, we welcome and employ a diverse employee group committed to meeting the needs of NeueHealth, our consumers, and the communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.