Remote Consumer Eligibility Specialist Team Lead

It's an exciting time to join Vimo®! We are looking for a Consumer Eligibility Specialist Team Lead to serve as the functional bridge between our frontline Specialists and the Supervisory team. In this role, you will be the "go-to" subject matter expert, providing real-time support to a team of Specialists while ensuring our mission of making health insurance simple is met with every interaction.

The Team Lead focuses on the day-to-day tactical success of the team, ensuring high-quality consumer service and providing the hands-on guidance necessary for our remote teams to thrive.

Responsibilities

• Subject Matter Expertise: Serve as the primary resource for Specialists regarding complex Medicaid policies, eligibility rules, and health coverage enrollment procedures.
• Real-Time Support: Monitor live chat and call queues to provide immediate assistance to Specialists who assist consumers with application and enrollment assistance.
• Quality Mentorship: Review Specialist performance and provide coaching to improve accuracy in application data collection and plan selection.
• Internal Calibration: Assist the Supervisor in internal quality calibrations to ensure consistent interpretation of regulated guidelines across the team.
• Process Improvement: Identify error trends in the workflow process and suggest improvements to leadership to enhance the consumer experience.
• Operational Assistance: Assist with handling and resolving consumer inquiries or volume surges as needed to maintain service level standards.
• Training Support: Identify and manage individual and team training needs to ensure a high standard of service delivery is maintained and compliance standards are met.