Relationship Coordinator Team Lead

3 weeks ago

Staten Island, United States HealthFirst Full time

The Relationship Coordinator, Team Lead (TL) is primarily responsible for increasing the team’s overall performance in the areas of customer service, scheduling appointments as well as maintaining a high conversion rate. The incumbent supervises the daily activities of all Relationship Coordinator Representatives and works closely with the team to achieve high sales numbers as well as consistently increasing conversion rates for the entire Relationship Coordinator Intake and Enrollment Team. TL will monitor the call center phone activities of the Relationship Coordinator (RC) to ensure ACW (after call work) ASA (average speed of answer), Call Capture, Adherence to schedule in a fast paced environment are met daily to achieve the goals of the long term care enrollment products and services.

Review and monitor daily, weekly and monthly sales reports and performance data reports.
Supervise 10-15 RC’s who handle inbound and outbound calls and special projects.
Review all daily reports to manage team production, workload and identify trends.
Prepares, maintains, and submits reports for special projects such as Renewals, MMIP, CFEEC and EMR daily and monthly
Monitor, coach and mentor the entire team on ways to improve both appointments booked as well as showing an increase in conversion rates.
Develop and Maintain appropriate policies, procedures, and workflow and ensure that staff is properly trained and monitored to meet compliance requirements.
Analyze all reports quickly and accurately and communicate results to all management and team members as appropriate.
Take the initiative to identify and make recommendations to eliminate redundancies or inconsistencies in processes, reports, and work flows.
Coordinate with senior management and Human Resources for appropriate staffing levels.
Conduct interviews, collaborate on hiring decisions, coach and develop staff.
**Assist with staff scheduling to include**: work assignments/rotations, employee coaching, employee vacations, employee breaks, overtime assignment, back-up for absent employees, and shift rotations.
Responsible to meet department productivity and quality goals.
Able to work flexible schedules, nights, weekends, and/or overtime with limited notice.
Supervise the day to day operations of the Relationship Coordinator Department.
Monitor daily telephone activities via the Interactive Intelligence system and Verint for schedule adherence.
Assist in the identification and implementation of improvement activities.
Assigning and ensuring the staff participates and completes all required training in the Online Learning System. (Assign additional training as needed to assist with growth and development)
Monitor calls regularly to improve quality, minimize errors and track operative performance.
Participate and conduct formal/informal team meetings and 'one on one’ sessions with upper management and staff to discuss both high and low performing team members and policy changes.
Account for and administer disciplinary actions as needed.
Manage all escalated issues to ensure resolution in a timely manner.
Attend and participate in external and internal meetings related to the department.
Be a role model in behavior, protocols and company policies.
All other duties as assigned by Management.

Minimum Qualifications
Excellent interpersonal and listening skills and ability to maintain a calm and even disposition while managing many details in a fast paced environment.
Handle customer escalations via phone
Sales and call center experience
Excellent written and verbal communication skills
Experience coaching and mentoring Customer Service Representatives to achieve KPI’s
Supervisory or Management experience in a customer service capacity
**Tech Savvy computer skills such as Microsoft Office Suites**: Outlook, Excel, Word, PowerPoint
Organized and multi-tasking capabilities

Preferred Qualifications
Bi-lingual Spanish
Project leader experience in a call center environment
Medicaid, Medicare, enrollment, sales experience
Experience in a call center dept. within a managed care, health care, or insurance industry.
Bachelor’s degree from an accredited institution.
Handle customer escalations and employee corrective action
Excellent verbal and written communication skills
**Proficient computer skills such as Microsoft Office Suites**: Outlook, Excel, Word, PowerPoint, Access, Interactive Intelligence, Verint, Sequel, SAS ‘
Experience coaching and mentoring Customer Service Representatives to achieve KPI’s

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.

EEO Law Poster and Supplement

**Hir

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