Call Center Team Lead HealthHelp, Inc.
THIS JOB HAS EXPIRED Department: Call Center Operations
Report To: Call Center Supervisor
Wage Status: Non Exempt
Location: Houston Call Center
Team Leads are responsible for overseeing of the collection of demographic information, verification of member eligibility, processing of referral requests by members of their team, and to assist the Call Center Supervisor to ensure the quality of service as defined in the Assessment Policies & Procedures are met.
Essential Duties and Responsibilities
Gathering and entry of detailed information from external customers, including ordering physician offices, facilities and members affiliated with various contracted insurance companies
Ability to work flexible schedules including shift hours between 6:00 am and 7:00 pm
Capable of collaborating with client personnel to resolve customers concerns
Ability to help manage agents productivity to achieve service levels
Assist with handling escalated issues and taking customer calls when the need arises
Able to manage queue work and assist Supervisor as needed
Other related duties as assigned
Excellent interpersonal, written and presentation skills, including the ability to handle interactions with facility personnel, providers, members and various internal departments in a professional manner
Ability to work in a fast paced and structured environment
Computer literate ability to work on PC for extended hours MS Word/Excel applications
Possess extensive knowledge of medical terminology and anatomy- CPT-ICD-9 codes
Demonstrates leadership and motivational skills
Possess effective analytical/problem solving skills
Completion of high school and/or higher level of education
Subject matter expert on all contracts maintained by the Assessment Unit
Minimum Education and Experience:
High School Diploma or equivalency (Associate Degree preferred)
Technical and functional expertise
Understanding of HealthHelp?s products and services
Cross-trained in all payers
Computer experience required
Minimum 1 ? 2 years experience dealing with customers, providers, patients via the phone while working in a call center environment
Strong interpersonal and communication skills
Leadership and personal effectiveness
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands: 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.
While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
As business needs dictate
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
HealthHelp provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.
||Houston, TX |
THIS JOB HAS EXPIRED