Senior Team Lead

1 week ago

Charlotte, North Carolina, United States TalentBridge Full time

Job Summary:

TalentBridge is seeking a highly skilled and experienced Team Lead to oversee a team performing Benefit Verifications within our virtual call center. As a Team Lead, you will be responsible for guiding team members, ensuring performance standards are met, and maintaining high-quality service for our clients.

Key Responsibilities:

  1. Provide Day-to-Day Instructions: Offer clear guidance to team members on processing Benefit Investigations, ensuring accuracy and efficiency in their work.
  2. Coaching and Issue Resolution: Support and coach team members to resolve issues and complete benefit investigations successfully, promoting a culture of continuous improvement.
  3. Performance Monitoring: Regularly assess the job performance of seasonal employees to ensure adherence to client service level agreements, identifying areas for improvement and implementing corrective actions.
  4. Production Monitoring: Monitor daily employee production to meet or exceed performance and quality standards, making adjustments as needed to optimize team performance.
  5. Training Initiatives: Assist in training seasonal Reimbursement Specialists to achieve performance benchmarks for benefit verifications, ensuring they have the necessary skills and knowledge to excel in their roles.
  6. Escalation of Issues: Follow established protocols to escalate issues to the Supervisor as needed, ensuring timely and effective resolution.
  7. Training Document Development: Contribute to the creation of training documents to enhance the training process for team members, promoting consistency and quality in our training programs.
  8. Open Communication: Maintain open communication with staff to address concerns, provide support, and foster a positive work environment, encouraging collaboration and teamwork.
  9. Identify Program Issues: Proactively identify and propose solutions to program challenges to the Supervisor, driving continuous improvement and innovation in our operations.
  10. Customer Relations: Maintain positive relationships with both internal and external customers, ensuring excellent service and support to our clients.
  11. Related Duties: Perform other related duties as assigned, contributing to the overall success of our team and organization.

Requirements:

Experience and Educational Requirements:

  • Experience: Minimum of 2 years in a specialty pharmacy, medical insurance, reimbursement hub, physician's office, healthcare setting, or insurance background preferred.
  • Benefit Investigations: Experience in processing benefit investigations in a fast-paced environment is highly desirable.
  • Education: Bachelor's Degree preferred but not required.
  • Leadership Experience: Previous supervisory or leadership experience preferred but not required.
  • Remote Work: Experience in directing a remote workforce is highly desirable.

Minimum Skills, Knowledge, and Ability Requirements:

  • Interpersonal Skills: Strong interpersonal skills are essential.
  • Communication: Effective communication skills, both oral and written.
  • Supervisory Skills: Ability to understand and apply supervisory and coaching concepts and best practices.
  • Computer Skills: Proficiency in learning and using new computer systems in a fast-paced setting.
  • Time Management: Ability to manage multiple tasks and meet deadlines.
  • Microsoft Office: Working knowledge of Microsoft Office applications.
  • Issue Resolution: Capability to resolve associate issues effectively and efficiently.
  • Escalation: Proven ability to appropriately escalate issues to management.
  • Motivational Skills: Ability to provide motivation and support to the team.
  • Delegation: Skill in appropriately delegating tasks.
  • Remote Work: Ability to work efficiently in a remote setting.

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