Health Program Representative Lead

Elevance Health; Louisville (KY); Remote; USD 35,000 - 55,000; Full time

Job summary

An innovative health services organization is seeking a Health Program Representative Lead to provide technical support and guidance to staff. In this virtual role, you will play a crucial part in ensuring smooth operations between Care Management programs and members. Your responsibilities will include mentoring team members, resolving complex situations, and motivating staff to enhance productivity. This position offers a unique opportunity to make a significant impact in a supportive environment, where your contributions will help improve customer service levels and team dynamics.

Qualifications

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

Responsibilities

• Provide technical support and coaching to assigned staff.
• Resolve escalated calls and complex situations.
• Monitor daily phone activities to improve customer service.

Skills

Customer Service

Technical Support

Mentoring

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; suggest methods to improve productivity and quality.
• Provide training and mentoring to staff as needed.
• Keep the manager informed of changes or issues.

Minimum Requirements :

• High school diploma or GED.
• At least 1 year of experience in a complex customer service or call center environment, or equivalent education/experience.

Preferred Skills, Capabilities & Experiences :

• Experience mentoring others and providing technical support preferred.

Job Level: Non-Management, Non-Exempt