Call Center Team Lead

Job Summary

A company is looking for a Call Center Team Lead for their Customer/Member Experience department.

Key Responsibilities:

• Manage phone agents' productivity and adherence, providing coaching and support as needed
• Assist with escalated phone calls/emails/cases and respond to specialists' needs in a timely manner
• Identify process improvements, trends, and training opportunities, reporting them to the manager

Required Qualifications:

• High School Diploma required, advanced certification a plus
• 1+ year of previous management/leadership experience preferred
• Familiarity with healthcare billing and claim resolution preferred
• Proficiency in software such as Word, Excel, web browsers, and Salesforce knowledge preferred
• Must comply with HIPAA rules and regulations