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

CommunityCare, Inc.; Tulsa (OK); On-site; USD 42,000 - 64,000; Full time

Job summary

CommunityCare, Inc. in Tulsa, OK seeks a proactive Team Leader to guide the customer service group and collaborate with the Customer Service Manager. You will help resolve complex member and provider issues and support efforts to maximize team performance.

The role focuses on coaching, communication, and operational efficiency, with exposure to healthcare-related benefits, claims, and enrollment processes. Strong leadership and problem-solving are essential.

Qualifications

• Proven experience in customer service leadership.
• Ability to motivate and coach team members.
• Strong written and oral communication skills.

Responsibilities

• Manage escalated calls and complex inquiries across lines of business.
• Prepare representatives to respond to questions and troubleshoot problems.
• Communicate changes to staff and adjust staffing as needed.
• Assist walk-in members with inquiries.
• Monitor call queues and wait times; direct resources accordingly.
• Empower team to improve confidence, product knowledge and communication.
• Motivate team to achieve organizational goals.
• Identify training needs and conduct training as needed.
• Contribute to a positive, inspiring work environment.
• Investigate and resolve customer service complaints.

Skills

Team leadership

Customer service

Coaching

Communication

Negotiation

Relationship building

MS Office

Time management

Bilingual a plus

Education

High school diploma or equivalent

Bachelor’s degree preferred

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.