Job Summary
Homeland has partnered with a leading provider of employee benefits, specializing in dental health coverage for millions across the U.S. Our client is seeking a Bilingual Customer Service Team Lead for the Customer Contact Center to join their team.
As the Bilingual Customer Service Team Lead in our Dental Medicaid Call Center, you will play a key role in ensuring our client’s team delivers top-notch service to Medicaid recipients seeking dental care. You will support the Customer Service Supervisor by guiding and mentoring customer service agents, fostering a collaborative and supportive work environment focused on member satisfaction. Your leadership will directly influence the quality of care and service we provide, helping to improve access to essential dental services for underserved communities. This role offers an excellent opportunity to grow your leadership skills in a fast-paced and impactful healthcare setting.
Our client’s team is dedicated to helping Medicaid recipients access vital dental care. They are the primary point of contact for members, assisting them with their dental benefits, answering their questions, and guiding them through their coverage. They work closely with dental providers to coordinate services, making sure underserved populations receive the dental care they need. Our goal is to provide exceptional customer service that enhances the overall experience and contributes to better health outcomes for our members.
Responsibilities
- Support the Customer Service Supervisor in managing daily call center operations and ensuring performance metrics are met
- Provide ongoing mentorship and coaching to customer service agents to enhance their skills and resolve complex inquiries
- Monitor call quality and provide constructive feedback to agents for compliance with company standards and regulatory requirements
- Participate in regular audits of calls and documentation to identify areas for improvement
- Track individual and team performance metrics, reporting findings to the Supervisor with actionable suggestions for improvement
- Assist in setting team goals and motivating agents to achieve performance targets
- Address escalated customer inquiries and resolve issues promptly and effectively
- Promote a customer-centric approach, ensuring positive and effective interactions with members
- Understand call center technologies and workflows to support operational efficiency
- Ability to support and motivate a team, fostering a collaborative, high-performance culture
- Strong verbal and written communication skills for effective interaction with team members and clients
- Commitment to delivering exceptional service and support to Medicaid recipients
- Proficient in identifying issues and implementing effective solutions
- Adaptable to changing priorities and able to thrive in a fast-paced environment
- Build strong relationships within the company, being approachable and helpful while mentoring and supporting team growth
- Take initiative to lead or take action to achieve goals
- Communicate issues, concepts, and ideas clearly and effectively, both orally and in writing
- Go above and beyond to ensure members feel seen, valued, and appreciated
- Detail-oriented and thorough, managing and completing tasks with minimal oversight
- Flexible and responsive to new demands, changes, and situations
- Apply critical thinking to troubleshoot complex issues, problem-solve, and multi-task
- Act with integrity and responsibility, maintaining confidentiality when required
- Collaborate effectively while considering the interests of all parties involved
Requirements
- High school diploma or equivalent
- 2+ years of experience in a healthcare, high-volume call center environment, with prior leadership or mentoring experience
- Proven ability to provide coaching and feedback in both soft skills and knowledge-based areas
- Fluent in English and Spanish or Haitian-Creole, both verbally and in writing
- Proficient in call center software and Microsoft Office applications
- Ability to work flexible hours as needed
- Availability to work 40+ hours/week, Monday - Friday, between 7:00 am and 9:00 pm Eastern Time
- Capacity to work independently in a home office/virtual environment
- Proficient in navigating multiple computer software/systems and multi-screen functionality
- Strong computer skills, including proficiency in Microsoft Word, Excel, and Outlook
- Able to maintain confidentiality and adhere to HIPAA requirements
- Excellent verbal and written communication skills, with the ability to document and present information clearly and empathetically
- Highly organized, detail-oriented, and a self-starter with strong analytical skills and the ability to multi-task
- Ability to provide excellent customer service to internal and external customers
- Required to maintain internet service with 50 Mbps download and 10 Mbps upload, hardwired and not on a VPN
Preferred Qualifications:
- Associate or bachelor’s degree preferred
- Experience in dental insurance or dental office settings
- Understanding of Medicaid policies
Benefits
Our client provides meaningful and challenging work that fosters innovation in a secure and compliant environment, alongside a competitive compensation package. Benefits include comprehensive medical, dental, vision, life, and disability coverage for employees and their dependents with no waiting period, a 401(k) plan with company match, tuition assistance, paid parental leave, and backup family care. Their collaborative workspaces encourage creativity and talent development, while flexible time off, dress code, and work location policies promote work-life balance. The company values inclusion and diversity through Employee Resource Groups and is dedicated to social responsibility, community outreach, educational partnerships, and sustainability efforts.
Summary
Apply today!
EEO Notice
Homeland LLC is an Equal Opportunity Employer. Homeland LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Homeland LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.
