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Member Services Team Lead
3 months ago
- Organizes, directs, and supervises the daily activities of the Member Services Coordinators.
- Distributes workload among Member Service coordinators and conducts performance reviews.
- Collaborates with the member services team to coordinate outreach efforts to high-risk members, ensuring continuity of transportation, efficiency, and positive member experiences.
- Works with the member services team to address transportation-related dissatisfaction or complaints from members, resolving issues to prevent formal grievances.
- Assists coordinators in conducting transportation appointment confirmation calls for VIP and high-risk members.
- Supports coordinators in facilitating member education calls for new and VIP members, explaining services and establishing member expectations.
- Collaborates with other Alivi teams to assist with special projects as needed.
- Provides coaching and training to empower Member Services in resolving transportation-related issues, provider and member inquiries, and real-time troubleshooting.
- Ensures staff compliance with contact center performance measures, HIPAA & CMS regulations, and department policies.
- Works closely with the Operations Manager to identify or escalate operational issues and implement timely solutions.
- Monitors and evaluates coordinators' and Leads' performance, providing direction and guidance as needed to ensure optimal performance and support of business needs and initiatives.
- Develops Standard Operating Procedures (SOPs) and training manuals to support center functions and initiatives for the coordinators.
- Creates and maintains work and shift schedules, monitors coordinators' timecards (punch in/out), and ensures adherence to assigned schedules.
- Identifies areas for development and implements best practices.
- Ensures timely completion of performance reviews.
- Associate degree or equivalent educational background required.
- Minimum of 3 years of related experience, or an equivalent combination of education and professional background, is preferred.
- Proficient in verbal and written communication, demonstrating clarity and effectiveness in communication.
- Possesses strong organizational, problem-solving, and analytical abilities.
- Capable of efficiently managing priorities and workflow.
- Demonstrates the ability to comprehend and execute written and verbal instructions effectively.
- Exhibits effective interpersonal skills to interact with individuals across all organizational levels.
- Capable of working autonomously or collaboratively within cross-functional teams.
- Demonstrates adaptability, flexibility, and readiness to adapt to evolving priorities.
- Pays acute attention to detail, ensuring precision and accuracy in tasks.
- Displays a commitment to excellence and upholds high standards of performance.
- Exhibits strong interpersonal skills, fostering positive relationships with others.
- Bilingual proficiency (English/Spanish) is advantageous.
- Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
- Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
- Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
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