Customer Care Team Lead

Effective Date: February 22, 2017

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****Summary:****

The Team Lead supports the manager and/or supervisor and serves as a resource or Subject Matter Expert (SME) for other team members. Promptly responds to first level escalations and determining the appropriate actions to resolve customer issues. The Team Lead often performs the same duties as the Provider Solution Agents while also performing department administrative responsibilities. Activities of the position contribute to the productivity and success of the department. Works under general supervision, relying upon instructions, work process guidelines, policies & procedures, and company knowledge/experience to perform the functions of the job.

****Essential Functions and Responsibilities**** include the following. Other duties may be assigned.

* The Team Lead supports the manager and/or supervisor and serves as a subject matter expert in support of the Provider Service Teams. Performs the same duties as the Provider Service staff while maintaining the departments administrative responsibilities.

* Serving in a Provider Solutions Agent capacity, the Team Lead will assist customers with various issues including but not limited to: ordering products, shipment status/delays, updating contact information, billing issues, returns and credits.

* Serves as a resource or Subject Matter Expert (SME) for other team members. Promptly responds to first level escalations and determining the appropriate actions to resolve customer issues.

* Assists with analysis or daily operations of the department including running reports and identifying trends in performance and metrics.

* Maintains and monitors department quality and productivity including call queues, case queues, credentialing cases and EDI corrections.

* Schedules support staff and assigns daily duties to ensure efficient order processing workflow; re-assignment and delegation of duties based on work load.

* Identifies opportunities and make recommendations to department leadership for improvement of workflow processes, operating systems, training programs, reference materials, and quality initiatives that enhance the customer experience.

* Assists the supervisor and/or manager in preparation of weekly/monthly reporting and annual performance appraisals.

* Responsible for coaching and mentoring agents with performance issues identified by management.

* Communicates with internal management to resolve problems and expedite orders.

* Performs administrative duties as directed and assistances with special projects as assigned.

* Keeps current on new plan information and instructions by attending and participating in staff meetings, company-required training programs, and other activities that develop skills, build teamwork, and provide updated information.****Supervisory Responsibilities****

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Education & Experience:

Associate degree (A.A.) or equivalent from two-year College or technical school; one-year related experience and/or training; or equivalent combination of education and experience; five years call center experience; PBM, Health Plan, or Healthcare background preferred.

**Computer Skills**

Intermediate knowledge of MS Office/Word, Excel, and Outlook and aptitude for new programs. Experience with Windows based SharePoint and database programs is also required.

**Certifications, Licenses, Registrations**

Other Skills and Abilities

Demonstrated ability to appear at work on time, follow directions from a supervisor, interact well with co-workers, understand and follow work rules and procedures, comply with corporate policies, goals and objectives, accept provide constructive criticism, establish goals and objectives, and exhibit initiative and commitment. Demonstrated ability to meet or exceed the competencies as listed.

**Reasoning Ability:**

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

**Mathematical Skills:**

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to interpret bar graphs.

**Language Skills:**

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

**Competencies**

To perform the job successfully, an individual should demonstrate the following competencies:

****Customer Service -**** Manages difficult or emotional customer situations; Responds promptly to customer needs; accepts feedback to improve service; Responds to requests for service and assistance; Meets commitments.

****Interpersonal Skills -**** Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

**Oral Communication -** Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.

**Written Communication** - Writes clearly and informatively; Edits work for spelling and grammar.

****Teamwork -**** Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to mainta