Health Program Representative Lead

Elevance Health; Roanoke (VA); Remote; USD 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a Health Program Representative Lead to provide technical support and guidance to staff in a dynamic virtual environment. This role involves resolving complex situations, mentoring team members, and ensuring high-quality customer service. Ideal candidates will thrive in a collaborative setting, where they can motivate others and suggest improvements. If you have a passion for helping others and possess strong problem-solving skills, this opportunity offers a chance to make a significant impact in the healthcare sector.

Qualifications

• 1+ years of experience in a complex customer service or call center environment.
• Ability to resolve complex situations and direct staff to appropriate resources.

Responsibilities

• Provide technical support and coaching to staff handling Care Management programs.
• Monitor daily phone activities to exceed standards and 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 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 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.
• Motivate staff and suggest methods to improve productivity and quality.
• Provide training and mentoring as needed.
• Keep 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 and experience.

Preferred Skills, Capabilities & Experiences:

• Experience mentoring others and providing technical support preferred.

Job Level: Non-Management, Non-Exempt