Customer Service - Customer Service Team Lead Medicare PC# 105-1047

CommunityCare; Tulsa (OK); On-site; USD 42,000 - 65,000; Full time

Job summary

CommunityCare in Tulsa, OK is seeking a Team Leader for Customer Service to guide a dedicated team and drive performance. You will work closely with the Customer Service Manager to inspire collaboration and achieve service goals.

Responsibilities include coaching representatives, handling escalated inquiries, and coordinating with other departments to resolve complex issues. Strong communication, leadership, and health-plan knowledge are essential for success.

Qualifications

• 3+ years of customer service experience required.
• Supervisory experience preferred.
• Knowledge of HMO/PPO enrollment, benefits and claims.
• Medicare knowledge a plus.
• Strong oral and written communication skills.
• Ability to motivate employees and provide feedback.
• Strong relationship building skills.
• Proficient in Microsoft Office.
• Bilingual a plus.
• Background check: Health Care Sanctions.
• Available to work all shifts.

Responsibilities

• Effectively manage escalated calls involving multiple lines of business.
• Prepare CSRs to respond to questions and troubleshoot services.
• Communicate changes that impact inquiry responses.
• Assist walk-in members with inquiries.
• Adapt to organizational changes in processes and technology.
• Monitor day-to-day activities and adjust staffing as needed.
• Empower team members to improve confidence and knowledge.
• Motivate the team to achieve organizational goals.
• Identify training needs and conduct training.
• Contribute to a pleasant working environment.
• Investigate and resolve customer service complaints.
• Perform additional duties as directed.

Skills

Customer service knowledge

Oral and written communication

Negotiation skills

Motivate employees

Relationship building

Microsoft Office

Bilingual

Time management

Education

High School diploma or equivalent

Bachelor’s degree preferred

Supervisory experience preferred

At least 3 years of Customer Service experience

Tools

Microsoft Office

Job description

Job Summary

Responsible for providing daily guidance, instruction, and training to inspire the team to perform at their optimum. Will work directly with the Customer Service Manager to create a team that works efficiently together to maximize the team’s potential. Also responsible for interacting with members, providers, and other internal customers to resolve elevated problems of a complex nature. May serve as a liaison between Customer Service and other departments. Assists the Customer Service Supervisor(s) with monitoring daily queue activity to make staffing adjustment suggestions as needed. Focus on helping the team build necessary skills and knowledge so they can better support customers and the company’s mission. The successful team leader should be supportive, communicative, and attentive.

Key Responsibilities

• Effectively manage escalated phone calls of the most complex nature involving multiple lines of business utilizing problem resolution skills.
• Prepare Customer Service Representatives to respond to customer questions and complaints and to troubleshoot problems with services or products.
• Assist supervisor with communicating regularly to employees any changes that have direct impact on inquiry responses.
• Assist walk-in members with inquiries.
• Ability to adapt and assist associates with organizational changes including business processes, systems, and technology.
• Assists in actively managing the day-to-day activities of the team by monitoring call queues and wait times and directing resources as needed.
• Works closely with supervisors to empower team members to improve their confidence, product knowledge and communication skills.
• Motivate the team to achieve organizational goals that contributes to the growth of the company.
• Identify training needs and conduct training of team members as needed to maximize potential.
• Contribute to the creation of a pleasant working environment that serves to inspire the team.
• Assist with investigating and solving customer service complaints.
• Assist Customer Service Supervisor(s) by performing additional duties where needed or as directed.
• Performs other job-related duties as assigned.

Qualifications

• Thorough working knowledge of HMO plans, PPO plans, enrollment, benefits and claims. Medicare knowledge a plus.
• Proficient knowledge of customer service, and standard office practices and procedures.
• Possess strong oral and written communication skills.
• Confidence and skillful negotiating skills
• Ability to motivate employees and provide feedback that assists in evaluating performance.
• Strong relationship building skills for motivating and inspiring team.
• Proficient in Microsoft applications.
• Strong organizational and time management skills with attention to detail
• Bilingual a plus.
• Successful completion of Health Care Sanctions background check.
• Available to work all shifts as needed.

Education/Experience

• High School diploma or equivalent; bachelor’s degree preferred.
• Supervisory experience preferred.
• At least 3 years of Customer Service experience required.

CommunityCare is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin