Remote Care Resolution Lead

CareSource; North Olmsted (OH); Hybrid; USD 47,000 - 76,000; Full time

Benefits offered by this job

Bonus tied to performance

Total rewards package

Job summary

CareSource is seeking a Customer Care Resolution Specialist to expertly handle escalated inquiries from members and providers across a fast-paced call center. The role emphasizes SME duties, coaching peers, and continuous process improvement within the Customer Care team.

The position requires at least a year in customer care, with preference for call center and HMO industry experience, and a strong focus on HIPAA compliance, accuracy, and positive member interactions daily.

Qualifications

• High School education or equivalent required.
• Minimum of one year experience in Customer Care.
• Minimum of three years customer service experience in a call center is preferred.
• Minimum of two years of HMO or related industry experience is preferred.

Responsibilities

• Act as subject matter expert while staffing the assist line and responding to inquiries.
• Handle and resolve escalated calls from members and providers.
• Act as a New Hire Transition Coach for new employees.
• Identify gaps in processes and partner with Business Integration Team to solve those issues.
• Provide Peer to Peer feedback.
• Identify training needs for Customer Care Specialists.
• Process incoming work from faxes, email, web inquiries, and ServiceNow queues.
• Document second level support questions in Assist Line Tracking Database.
• Assist members and providers with routine service inquiries.
• Ensure HIPAA and State requirements/regulations are followed.

Skills

Customer Care

De-escalation

Root Cause Analysis

Communication

Multitasking

Coaching

Documentation

Attention to Detail

Education

High School diploma or equivalent

Tools

ServiceNow

Windows OS

Job description

CareSource is seeking a Customer Care Resolution Specialist to expertly handle escalated inquiries from members and providers across a fast-paced call center. The role emphasizes SME duties, coaching peers, and continuous process improvement within the Customer Care team.

The position requires at least a year in customer care, with preference for call center and HMO industry experience, and a strong focus on HIPAA compliance, accuracy, and positive member interactions daily.