Health Program Representative Lead

Elevance Health; Tampa (FL); Remote; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Health Program Representative Lead to enhance team performance and support Care Management programs. In this remote role, you will provide coaching, resolve complex issues, and gather essential information from various sources. The position requires a strong background in customer service and mentoring, making it ideal for individuals passionate about improving healthcare processes. Join a company dedicated to making healthcare simpler and positively impacting communities while enjoying a supportive work environment that fosters personal and professional growth.

Benefits

401(k) + match

Paid Time Off

Medical benefits

Dental benefits

Vision benefits

Incentive bonus programs

Wellness programs

Financial education resources

Qualifications

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

Responsibilities

• Provide technical support and guidance to staff handling Care Management programs.
• Monitor daily phone activities to improve customer service levels.

Skills

Customer Service

Technical Support

Mentoring

Problem Solving

Education

High School Diploma or GED

Job description

Location : This is a remote 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 :

• Understands and applies specific workflow, processes, departmental priorities and guidelines.
• Resolves complex situations and ensures assigned staff are directed to the appropriate resources.
• Resolves escalated calls from team members.
• Gathers information from hospitals, health plans, physicians, patients, vendors and other referral sources.
• Keeps team members informed of any changes.
• Assists manager with PTO scheduling and monitoring attendance.
• Assists management by identifying areas of improvement and recommends solutions.
• Monitors daily phone activities to exceed standards and improve customer service levels.
• Motivates and encourages assigned staff and recommends methods to improve productivity and quality measures.
• Provides training and mentoring of staff on an as needed basis.
• Keeps manager informed of changes or problems.
• Requires HS diploma or GED and a minimum of 1 year of experience in complex customer service or call center environment; or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities & Experiences:

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

Job Level:

Non-Management Non-Exempt

Anticipated End Date:

2025-05-21

Position Title:

Health Program Representative Lead

Job Description:

Health Program Representative Lead

Location : This is a remote 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 :

• Understands and applies specific workflow, processes, departmental priorities and guidelines.
• Resolves complex situations and ensures assigned staff are directed to the appropriate resources.
• Resolves escalated calls from team members.
• Gathers information from hospitals, health plans, physicians, patients, vendors and other referral sources.
• Keeps team members informed of any changes.
• Assists manager with PTO scheduling and monitoring attendance.
• Assists management by identifying areas of improvement and recommends solutions.
• Monitors daily phone activities to exceed standards and improve customer service levels.
• Motivates and encourages assigned staff and recommends methods to improve productivity and quality measures.
• Provides training and mentoring of staff on an as needed basis.
• Keeps manager informed of changes or problems.

Minimum Requirements:

• Requires HS diploma or GED and a minimum of 1 year of experience in complex customer service or call center environment; or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities & Experiences:

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

Job Level:

Non-Management Non-Exempt

Workshift:

Job Family:

CUS > Service Operations

Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health.

Who We Are

Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business.

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.

Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process. Candidates must reside within 50 miles or 1-hour commute each way of a relevant Elevance Health location.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19 and Influenza. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws.

Elevance Health is an Equal Employment Opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact [e-mail] for assistance. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws, including, but not limited to, the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.

About the company

Elevance Health, Inc. is an American health insurance provider.