Operations Team Lead - Member Outreach

Habitat For Humanity Of Durham

United States

Hybrid

USD 67,000 - 107,000

Full time

6 days ago

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Benefits offered by this job

Medical, dental, and vision coverage

Parental leave and surrogacy support

Tuition reimbursement

401k match

Job summary

Blue Cross NC in Durham is seeking a Team Leader, Operations to guide a Risk Adjustment Concierge Member Outreach Team, overseeing workload, coaching staff, and ensuring compliance. You will partner with frontline staff and cross-functional partners to meet operational goals.

The role emphasizes problem resolution, performance development, and clear escalation for customer interactions, with a hybrid-flex work arrangement and strong focus on delivering quality member service.

Qualifications

Bachelor's degree or advanced degree is required.
3+ years of experience in related field.
In lieu of degree, 7+ years of experience in related field.

Responsibilities

Manage day-to-day workload to achieve business objectives; provide leadership and direction to the team and execute team goals and expectations.
Act as a resource for the team; provide assistance on work processes and procedures.
Foster a positive, accountable, and collaborative team culture.
Serve as the primary point of contact for operational updates and escalations, including direct, customer facing engagement as needed.
Ensure employees are properly trained in processes and procedures and respond professionally, courteously, quickly, and accurately to all inquiries from internal and external customers
Provide ongoing coaching and development feedback to team members. Conduct regular coaching conversations and formal performance evaluations.
Collaborate with other departmental teams to establish performance goals and monitor progress against those goals.
Partner with cross functional teams to identify and address system or process gaps.
Identify trends, determine root causes, and initiate appropriate action to resolve issues.
Identify, document, and report system and process problems/trends using root cause analysis and implement solutions
Conduct random audits of the team’s work. Review audit results with employees and create performance improvement plans as necessary.
May develop short and long-term service objectives and methods and implement these methods when approved.
Respond quickly and accurately to escalated issues from clients and customers.
May represent the department on corporate projects (i.e., divisional, corporate, etc.).