Job description
Job Summary:
The Team Lead, Service Center is responsible for leading and directing their team to ensure goals, regulatory, compliance and department standards are met. This is a hybrid work position, working some days in the office in Dayton Ohio and some days
Essential Functions:
- Conduct regularly scheduled coaching conversations; listening and providing feedback for improved performance
- Complete performance appraisals and create performance improvement plans
- Conduct monthly team meetings to drive an environment of team building and allow for ongoing communications
- Demonstrate an ability to leverage data to make recommendations, decisions and improve team performance
- Monitor key performance indicators on a daily, weekly, monthly basis to identify key trends and develop action plans that address opportunities
- Identify processes, tools and systems that cause negative impact on efficiency and customer service results, creating continuous improvement solutions
- Build positive relationships and interactions with internal peers, leaders and cross functional partners through consistency, strong follow through and proactive communication
- Promote positive change management
- Facilitate timely resolution of member, provider and all other tasks in which deadlines are important
- Coordinate incoming information and disseminate to staff to ensure accuracy of communication to internal and external members and providers
- Create, review, revise and implement company and departmental policies and procedures
- Perform any other job duties as requested
Education and Experience:
- High School Diploma or GED is required
- Associates Degree or equivalent years of relevant work experience is preferred
- Minimum of three years (3) of customer service experience, to include a minimum of one (1) year in a call center environment is required
- Previous supervisory/leadership experience in a call center environment is strongly preferred
Competencies, Knowledge and Skills:
- Intermediate proficiency level in MS Word, Excel and PowerPoint
- Ability to communicate verbally and in written form with a variety of levels within organization
- Ability to work independently and within a team environment
- Familiarity of the healthcare field and knowledge of Medicaid is preferred
- Attention to detail
- Critical listening and thinking skills
- Coaching and development skills
- Strategic management skills
- Proper grammar usage
- Time management skills
- Proper phone etiquette
- Customer service oriented
- Leadership experience and skills
- Critical listening and thinking skills
- Decision making/problem solving skills
Licensure and Certification:
- None
Working Conditions:
- General office environment; may be required to sit or stand for extended periods of time
Organization Level Competencies
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Coaching
-
Business Acumen
-
Creating an Inclusive Environment
-
Planning & Organizing
-
Managing Relationships
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Work Standards
-
Facilitating Change
-
Influencing
-
Collaborating
This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer, including disability and veteran status. We are committed to a diverse and inclusive work environment.
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