Senior FSA Escalations Team Lead

WellDyne; Lakeland (FL); On-site; USD 70,000 - 95,000; Full time

Job summary

WellDyne in Lakeland, FL seeks a dynamic Lead for its FSA Escalation Team to oversee NPAF inquiries and issues, ensuring timely resolution and high customer satisfaction. This leadership role requires strong problem-solving and team management, with a deep understanding of NPAF policies and procedures.

The ideal candidate will have three years’ call center supervisory experience, healthcare familiarity, and excellent communication skills to guide a responsive escalation process in a fast-paced

Qualifications

• High School Diploma required.
• Three years’ experience in a call center environment, supervisory experience preferred.
• PBM or healthcare industry experience is desired.

Responsibilities

• Lead and manage the FSA Escalation Team to ensure efficient handling of complex customer issues and escalations.
• Serve as the primary point of contact for escalated FSA cases, providing guidance and resolution strategies.
• Collaborate with cross-functional teams including Customer Service, Compliance, and Operations to resolve escalated issues.
• Train, mentor, and develop team members to enhance their skills and knowledge of NPAF program and escalation processes.

Skills

Team leadership

Communication

Customer service

Education

High School Diploma

College Degree preferred

Job description

WellDyne in Lakeland, FL seeks a dynamic Lead for its FSA Escalation Team to oversee NPAF inquiries and issues, ensuring timely resolution and high customer satisfaction. This leadership role requires strong problem-solving and team management, with a deep understanding of NPAF policies and procedures.

The ideal candidate will have three years’ call center supervisory experience, healthcare familiarity, and excellent communication skills to guide a responsive escalation process in a fast-paced