Team Lead - Operations

Independence Blue Cross, LLC in; Philadelphia (Philadelphia County); On-site; USD 85,000 - 110,000; Full time

Job summary

Independence Blue Cross in Philadelphia seeks a Team Lead - Operations (Finance) to oversee call center activities, coach supervisors, and drive QA, AHT, and adherence improvements.

You will run short trainings, conduct listening lounge sessions, review updates, support vacations, and provide ongoing feedback to staff while aligning with corporate policies.

Qualifications

• Excellent oral and written communication skills with minimal guidance.
• Mastery of call center customer service practices.
• Ability to lead and coach a team to meet performance benchmarks.
• Strong problem-solving and project management abilities.

Responsibilities

• Monitor agent calls and supervise responses to ensure quality.
• Provide coaching, feedback, and performance counseling.
• Coordinate with Workforce Management and reporting needs.
• Review RX updates and support during peak times.
• Lead multiple initiatives while maintaining service levels.
• Respond to staff questions and escalate unresolved issues.

Skills

Communication skills

Leadership

Project management

Analytical thinking

Call center knowledge

Education

High School diploma

Two years college preferred

Job description

Team Lead - Operations (Finance)

Responsibilities

• Call monitoring of agents
• Supervisor calls, answer, research and followthrough
• Side by Side coaching and monitoring to focus on: QA, AHT issues, Adherence, MTM errors
• Short training sessions for selected topics as needed
• Run listening lounge sessions
• Review and Approve/Process RX updates (if RX edit trained)
• Support the supervisor line when needed during meeting's, required coaching and to cover for vacations
• Floor support for agent's questions
• Communicates, implements, and interprets corporate and departmental policies and procedures
• Provides team members with ongoing feedback, coaching, and counseling on performance for achievement of all benchmarks.
• Provides technical expertise related to job unit function
• Compiles and prepares required data for report information pertaining to unit.
• Serves as the next level contact for problems/issues that staff cannot resolve
• Identifies high performing agents for future opportunities
• Request form updates for followup time as needed
• Inventory as needed
• Submit manager exception after all research has been completed
• Respond to the WFM daily chat
• Take phone calls as needed
• Performs all other appropriate responsibilities and duties as assigned.

Responsibilities

• Call monitoring of agents
• Supervisor calls, answer, research and followthrough
• Side by Side coaching and monitoring to focus on: QA, AHT issues, Adherence, MTM errors
• Short training sessions for selected topics as needed
• Run listening lounge sessions
• Review and Approve/Process RX updates (if RX edit trained)
• Support the supervisor line when needed during meeting's, required coaching and to cover for vacations
• Floor support for agent's questions
• Communicates, implements, and interprets corporate and departmental policies and procedures
• Provides team members with ongoing feedback, coaching, and counseling on performance for achievement of all benchmarks.
• Provides technical expertise related to job unit function
• Compiles and prepares required data for report information pertaining to unit.
• Serves as the next level contact for problems/issues that staff cannot resolve
• Identifies high performing agents for future opportunities
• Request form updates for followup time as needed
• Inventory as needed
• Submit manager exception after all research has been completed
• Respond to the WFM daily chat
• Take phone calls as needed
• Performs all other appropriate responsibilities and duties as assigned.

Qualifications Internal

Qualifications

Education

• Minimum High School diploma or equivalent
• Two years college education preferred

Experience

• Excellent oral and written communication skills, as well as ability to carry out assignments with minimal guidance.
• Mastery of call center customer service practices.
• Foundational understanding of IBC family of companies, organization and functions including BCBSA, Claims, Billing Appeals, Customer Service, Enrollment QA, Workforce Management, etc.
• Mastery of general health insurance products e.g. PPO, HMO, group and individual plans, assigned IBC products and services under Scope, Ancillary products, (e.g. Dental, Vision, Prescription), the Affordable Care Act, CMS requirements, HIPAA, relevant state laws and Departments of Insurance(DOI) regulations.
• Demonstrate listening, verbal and written communication skills.
• Can do approach to work.
• Excellent communication skills
• Excellent interpersonal skills, to include influencing others and negotiation
• Excellent project management skills
• Experience in innovative problem solving
• Problem solver and selfstarter
• Strong attention to detail
• Ability to lead multiple and varied initiatives and activities simultaneously
• Analytical ability to identify and resolve staff and customer problems.
• Must be able to prioritize work in an environment that changes frequently.
• Schedule flexibility between hours of 8am9pm during peak season
• Must have the ability to manage organize, plan and provide leadership to staff
• Developing and motivating team members to facilitate professional growth
• Leadership and relationship building skills
• Demonstrated time management skills
• Technical / Computer Skills
• Intermediate knowledge of Team Leader functions
• Exposure to an operations services environment is highly recommended

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.