Health Program Representative Lead

Elevance Health; Indianapolis (IN); Remote; USD 40,000 - 65,000; Full time

Job summary

An innovative healthcare organization is seeking a Health Program Representative Lead to provide technical support and coaching to staff. In this role, you'll resolve complex situations, monitor phone activities, and motivate team members to enhance productivity and service quality. If you're passionate about improving healthcare experiences and have a knack for mentoring, this is the perfect opportunity for you to make a significant impact in a dynamic environment. Join a forward-thinking company that values your contributions and supports your professional growth.

Qualifications

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

Responsibilities

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

Skills

Customer Service

Problem Solving

Mentoring

Technical Support

Education

HS 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 the 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 monitoring attendance.
• Identify areas of improvement and recommend solutions.
• Monitor daily phone activities to exceed standards and improve customer service levels.
• Motivate and encourage assigned staff; recommend methods to improve productivity and quality measures.
• Provide training and mentoring of staff as needed.
• Keep the manager informed of changes or problems.

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:

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

Job Level: Non-Management, Non-Exempt