Member Services Team Lead

4 weeks ago

Doral, United States Alivi Full time

SUMMARY The Member Services Lead initiates, coordinates, and executes specialized operational support functions within the Contact Center, prioritizing the delivery of exceptional care and attention to members' transportation services and needs. This role involves overseeing quality checks, implementing controls, and training programs, confirming transportation appointments, conducting customer quality surveys, and managing outreach initiatives. DUTIES & RESPONSIBILITIES

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. REQUIREMENTS & QUALIFICATIONS

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. COMPETENCIES

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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