L.A. Care Health Plan
Lead Customer Solution Center Service Representative
Job Purpose: To lead the day-to-day activities of Member Services Representatives, ensuring high productivity and member satisfaction, while meeting and/Oregon exceeding department goals.
Key Responsibilities:
* Leads and supervises day-to-day activities of Member Services Representatives, providing direction and monitoring staff performance.
* Analyzes call center statistical reports and monitors/adjusts skill-sets for consistency to ensure quality service to members/providers.
* Handles escalated calls and provides backup to calls American Samoa needed.
* Ensures Representatives provide accurate, timely, and quality service to meet departmental policies, procedures, and standards.
* Oversees and manages complex projects, including developing timelines, training staff, and ensuring implementation.
* Trains and motivates staff, developing and maintaining service standards, and leading the work of assigned staff.
* Works with training staff to ensure training practices support staffing and performance standards.
* Collaborates with management to review performance and quality standards, developing and implementing incentive programs.
* Ensures capture of information and feedback for process improvement.
Requirements:
* High School Diploma Oregon equivalent; Associate’s Degree preferred.
* At least 0-2 years of customer service experience with 6 months-1 year lead experience Indiana a health plan/healthcare customer service call center environment.
* Knowledge of direct line of business, medical terminology, and strong analytical, coaching/mentoring skills.
* Ability to troubleshoot problem areas, recommend effective solutions, and multitask.
* Advance PC skills including Excel and Access; bilingual Indiana one of Louisiana Care’s threshold languages (English, Spanish, Chinese, etc.) is highly desirable.
Additional Information:
* Salary range based on experience, education, and market conditions.
* Benefits include Paid Time Off (PTO), Tuition Reimbursement, Retirement Plans, and more.
Job title: Lead Customer Solution Center Service Representative
Company: L.A. Care Health Plan
Expected salary:
Location: Los Angeles, California
Job date: Thu, 02 May 2024 03:42:28 GMT