Team Lead, Customer Care - R11534-1

CareSource; Indiana (PA); On-site; USD 54,500 - 87,300; Full time

Job summary

A healthcare service provider seeks a Team Lead for Customer Care in Indiana. The ideal candidate will lead a team to ensure operational goals and compliance standards are met while providing coaching and feedback. Candidates should have three years of customer service experience, including supervisory experience in a call center environment preferred. Comprehensive compensation includes a salary range of $54,500 to $87,300, with opportunities for bonuses based on performance. Join us to foster a collaborative workplace culture and support our mission.

Qualifications

• Three years of customer service experience required, including one year in a call center.
• Previous supervisory experience in a call center is preferred.

Responsibilities

• Lead and direct the team to meet goals and compliance standards.
• Conduct coaching sessions and provide feedback for performance improvement.
• Analyze data and monitor operational performance indicators.
• Facilitate resolution of tasks requiring deadlines.

Skills

Intermediate proficiency in MS Word

Intermediate proficiency in Excel

Intermediate proficiency in PowerPoint

Customer service oriented

Leadership skills

Time management skills

Critical listening and thinking skills

Education

High School or GED

Associates degree

Job description

Join to apply for the Team Lead, Customer Care - R11534-1 role at CareSource

Job Summary

The Team Lead, Customer Care is responsible for leading and directing their team to ensure goals, regulatory, compliance, and department standards are met.

Essential Functions

• Conduct regularly scheduled coaching conversations; listening and providing feedback for improved performance, and when applicable, create performance improvement plans
• Properly document coaching and development conversations in HR system
• Complete performance appraisals; write appropriate corrective actions, when needed
• Conduct monthly team meetings and huddles to inform, drive, and foster an environment of team building and allow for ongoing communications
• Analyze and leverage data to make recommendations, decisions and improve team performance
• Monitor key operational performance indicators on a daily, weekly, monthly basis to identify key trends and develop action plans that address opportunities
• Identify processes, tools, systems, and behaviors that cause negative impact on efficiency and customer service results, leading to continuous improvement solutions
• Build positive relationships and interactions with internal peers, leaders, and cross functional partners through strong follow through and communication
• Promote positive change management
• Facilitate timely resolution of member, provider, corporate, compliance, and any other tasks requiring deadlines
• Implement, enforce, and support company and departmental policies and procedures
• Maintain a deep understanding and stay informed on business, new product, tools, processes, etc
• Monitor and evaluate calls for quality, compliance, efficiency, and customer satisfaction purposes; actively participate in the internal quality program
• Conduct interviews and evaluate candidates for hiring purposes
• Performs any other job related duties as requested

Education And Experience

• High School or GED required
• Associates preferred
• Three (3) years of customer service experience, to include a minimum of one (1) year in a call center environment required
• Previous supervisory/leadership experience in a call center environment is strongly preferred

Competencies, Knowledge And Skills

• Intermediate proficiency level in MS Word, Excel and PowerPoint
• Ability to communicate verbally and in written form with a variety of levels within organization
• Ability to work independently and within a team environment
• Familiarity of the healthcare field and knowledge of Medicaid or Medicare is preferred
• Attention to detail
• Critical listening and thinking skills
• Coaching and development skills
• Strategic management skills
• Proper grammar usage
• Time management skills
• Conflict resolution skills
• Customer service oriented
• Leadership experience and skills
• Decision making/problem solving skills

Licensure And Certification

• None required

Working Conditions

• General office environment; may be required to sit or stand for extended periods of time
• Travel is not typically required

Compensation Range

$54,500.00 - $87,300.00

CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.

Compensation Type

Salary

Competencies

• Fostering a Collaborative Workplace Culture - Cultivate Partnerships - Develop Self and Others - Drive Execution - Influence Others - Pursue Personal Excellence - Understand the Business

CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an environment of belonging that welcomes and supports individuals of all backgrounds.