Lead Member Services Rep - Bilingual (English/Spanish)

Solis Health Plans; Miami (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

Solis Health Plans in Miami, FL is seeking a Lead Member Services Representative to oversee the customer service team and improve service delivery. You will train staff, manage schedules, and resolve customer questions and complaints to ensure high service levels.

The role requires at least three years in customer service with supervisory experience, and the ability to communicate in English and Spanish. This position is fully onsite, with a comprehensive benefits package.

Qualifications

• Bachelor's degree preferred.
• At least three years of customer service experience required.
• Previous supervisory experience preferred.

Responsibilities

• Trains new employees on customer service policies and best practices.
• Organizes and oversees schedules and the work of staff.
• Conducts timely performance evaluations.
• Manages disciplinary actions with manager guidance as needed.
• Monitors calls and other customer communications for quality.
• Keeps staff informed about product and service changes.
• Collects data and prepares reports on customer inquiries.
• Prepares monthly team performance reports.
• Identifies opportunities to improve procedures and recommends changes.
• Assists callers with coverage decisions, grievances, and plan use explanations.

Skills

Customer service

Supervisory experience

Bilingual English/Spanish

Education

Bachelor's degree

Job description

Solis Health Plans in Miami, FL is seeking a Lead Member Services Representative to oversee the customer service team and improve service delivery. You will train staff, manage schedules, and resolve customer questions and complaints to ensure high service levels.

The role requires at least three years in customer service with supervisory experience, and the ability to communicate in English and Spanish. This position is fully onsite, with a comprehensive benefits package.