Offer summary

Qualifications:

High school diploma required., At least 3 years of experience in a call center environment., Prior experience as a Subject Matter Expert or Team Lead preferred., Proficiency in Microsoft Office applications..

Key responsibilities:

Mentor and lead the Member Engagement Services team.

Handle escalated calls and ensure resolution.

Support quality assurance and monitor performance metrics.

Collaborate with leadership to improve workflows and processes.

Job description

Description

Position at Healthmap Solutions

Company Background

Healthmap Solutions is the future of specialty health management that focuses on progressive diseases, with a particular expertise in kidney health populations. Healthmap Solutions uses clinical big data resources and high-powered analytics to power complex specialty health management programs. Healthmap Solutions is a diverse, growing company committed to our clients and our employees. We are champions for better health, for those who need us most.

Position Summary

The Member Engagement Team Lead is responsible for the day-to-day coaching and performance feedback of assigned team members and supporting the work assigned to the team(s). This position works closely with other leaders to ensure departmental and corporate goals and objectives are met.

Responsibilities

Mentor and lead the team on best practices and identify training opportunities
Offer ongoing leadership and training to the Member Engagement Services (MES) team
Handle escalated calls ensuring all requests are identified, tracked, and resolved
Support and promote quality assurance functions, including monitoring scorecards and participating in calibrations
Assist with training and mentoring of new and current associates on policies, procedures, and systems
Provide feedback to management on team and individual accomplishments, areas of concern, progress, and training needs
Partner with Contact Center leadership and internal stakeholders to standardize workflows and establish and improve processes, policies, and procedures to promote efficiency in quality and productivity goals
Ensure all inbound calls are answered and outbound call goals are achieved as outlined in policy/service level agreements
May monitor documentation of accounts, recorded calls, and in-coming/out-going paperwork
Generate and compile various reports related to contact center and agent performance
Go-to person for associate questions and concerns and address them in a timely and professional manner; obtaining support from management as needed

Requirements

A high school diploma
At least 3 years of experience in an inbound/outbound call center
Must be available to work a varying schedule on a rotating basis
Prior experience as a SME or Lead preferred

Skills

Excellent written and verbal communication skills to the target audience
Interpersonal skills to develop and maintain strong internal and external relationships
Polished and professional phone etiquette as well as excellent time management and organization skills
Strong relationship-building skills, multitasking, prioritization, and solutions-oriented
Must be proficient in Microsoft Office: Outlook, Word, Excel, PowerPoint

No Travel

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Americans with Disability Specifications

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As an Equal Opportunity Employer, we will not discriminate against any job candidate or employee due to age, race, religion, ethnicity, national origin, gender, gender identity/expression, sexual orientation, disability, familial status, veteran status, marital status, parental status, or pregnancy. In our innovative and inclusive workplace, we prohibit discrimination and harassment of any kind.

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