Health Program Representative Lead

Elevance Health; Cincinnati (OH); Remote; USD 40,000 - 70,000; Full time

Job summary

An established industry player seeks a Health Program Representative Lead to provide guidance and technical support to staff. This role involves resolving complex situations, mentoring team members, and ensuring high-quality customer service. Ideal candidates will have a strong background in customer service and a passion for mentoring. Join a dynamic team that values improvement and productivity, where your contributions will make a significant impact in the healthcare sector.

Qualifications

• 1+ years in a complex customer service or call center environment.
• Experience mentoring and providing technical support to others.

Responsibilities

• Provide technical support and coaching to staff handling member contacts.
• Resolve escalated calls and ensure staff are directed to resources.
• Monitor daily phone activities to improve customer service levels.

Skills

Customer Service

Mentoring

Technical Support

Problem Solving

Education

High School Diploma or GED

Job description

Location: This is a virtual position. Ideal candidates will live within 50 miles of one of our PulsePoint office locations.

Hours: Monday - Friday, 11:30 AM to 8:30 PM Eastern time

The Health Program Representative Lead is responsible for providing technical support and coaching/guidance to assigned staff who handle contact between Care Management programs and identified members.

How you will make an impact:

• Understand and apply specific workflow, processes, departmental priorities, and guidelines.
• Resolve complex situations and ensure assigned staff are directed to appropriate resources.
• Resolve escalated calls from team members.
• Gather information from hospitals, health plans, physicians, patients, vendors, and other referral sources.
• Keep team members informed of any changes.
• Assist the manager with PTO scheduling and attendance monitoring.
• Identify areas of improvement and recommend solutions.
• Monitor daily phone activities to exceed standards and improve customer service levels.
• Motivate and encourage staff; recommend methods to improve productivity and quality.
• Provide training and mentoring to staff as needed.
• Keep the manager informed of changes or issues.

Minimum Requirements:

• HS diploma or GED and at least 1 year of experience in a complex customer service or call center environment, or equivalent education and experience.

Preferred Skills, Capabilities & Experiences:

• Prior experience mentoring others and providing job-specific technical support is preferred.

Job Level: Non-Management Non-Exempt