Health Program Representative Lead

Elevance Health; Norfolk (VA); Remote; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Health Program Representative Lead to enhance customer service and support within their Care Management programs. This virtual position requires a proactive individual who can motivate and mentor staff while resolving complex situations and improving departmental workflows. Ideal candidates will have a strong background in customer service and technical support, along with the ability to foster a collaborative team environment. Join a forward-thinking company dedicated to making a positive impact in the health sector, where your contributions will help shape the future of care management.

Qualifications

• 1+ years of experience in a complex customer service or call center environment.
• Ability to resolve complex situations and provide guidance.

Responsibilities

• Provide technical support and coaching to staff handling member contacts.
• Monitor phone activities to improve customer service levels.
• Assist manager with scheduling and attendance monitoring.

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 staff are directed to appropriate resources.
• Resolve escalated calls from team members.
• Gather information from hospitals, health plans, physicians, patients, vendors, and referral sources.
• Keep team members informed of changes.
• Assist the manager with PTO scheduling and attendance monitoring.
• Identify areas for 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 as needed.
• Keep the manager informed of issues or changes.

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/experience.

Preferred skills, capabilities & experiences:

• Experience mentoring others and providing technical support preferred.

Job level: Non-Management, Non-Exempt