Team Lead
** Candidates must be local to Charlotte, NC and willing to be onsite for the 1st week of the assignment.
We are seeking a dedicated and experienced Team Lead to oversee a team performing Benefit Verifications within our virtual call center. This role involves guiding team members, ensuring performance standards are met, and maintaining high-quality service for our clients.
Primary Duties and Responsibilities:
- Provide Day-to-Day Instructions: Offer clear guidance to team members on processing Benefit Investigations.
- Coaching and Issue Resolution: Support and coach team members to resolve issues and complete benefit investigations successfully.
- Performance Monitoring: Regularly assess the job performance of seasonal employees to ensure adherence to client service level agreements.
- Production Monitoring: Monitor daily employee production to meet or exceed performance and quality standards.
- Training Initiatives: Assist in training seasonal Reimbursement Specialists to achieve performance benchmarks for benefit verifications.
- Escalation of Issues: Follow protocols to escalate issues to the Supervisor as needed.
- Training Document Development: Contribute to the creation of training documents to enhance the training process for team members.
- Open Communication: Maintain open communication with staff to address concerns, provide support, and foster a positive work environment.
- Identify Program Issues: Proactively identify and propose solutions to program challenges to the Supervisor.
- Customer Relations: Maintain positive relationships with both internal and external customers.
- Related Duties: Perform other related duties as assigned.
Qualifications:
Experience and Educational Requirements:
- Experience: Minimum of 2 years in a specialty pharmacy, medical insurance, reimbursement hub, physician's office, healthcare setting, or insurance background preferred.
- Benefit Investigations: Experience in processing benefit investigations in a fast-paced environment is highly desirable.
- Education: Bachelor's Degree preferred but not required.
- Leadership Experience: Previous supervisory or leadership experience preferred but not required.
- Remote Work: Experience in directing a remote workforce is highly desirable.
Minimum Skills, Knowledge, and Ability Requirements:
- Interpersonal Skills: Strong interpersonal skills are essential.
- Communication: Effective communication skills, both oral and written.
- Supervisory Skills: Ability to understand and apply supervisory and coaching concepts and best practices.
- Computer Skills: Proficiency in learning and using new computer systems in a fast-paced setting.
- Time Management: Ability to manage multiple tasks and meet deadlines.
- Microsoft Office: Working knowledge of Microsoft Office applications.
- Issue Resolution: Capability to resolve associate issues effectively and efficiently.
- Escalation: Proven ability to appropriately escalate issues to management.
- Motivational Skills: Ability to provide motivation and support to the team.
- Delegation: Skill in appropriately delegating tasks.
- Remote Work: Ability to work efficiently in a remote setting.
Apply Now:
If you have a passion for leadership and a background in healthcare or insurance-related roles, we encourage you to apply for this exciting opportunity to lead a team in our virtual call center.
