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Customer Service Team Lead

2 months ago

Boise, Idaho, United States PacificSource Administrators, Inc. Full time
Job Summary

PacificSource Administrators, Inc. is seeking a highly skilled and experienced Customer Service Team Lead to join our team. As a key member of our customer service department, you will be responsible for providing guidance and support to our customer service representatives, ensuring that they have the necessary tools and resources to deliver exceptional service to our members.

Key Responsibilities
  • Provide supervision, coaching, and training to customer service representatives to ensure they have the necessary skills and knowledge to deliver exceptional service.
  • Assist with hiring, staff development, coaching, performance reviews, corrective actions, and termination of employees.
  • Monitor, evaluate, and report service performance for the department and determine staffing needs related to day-to-day performance goals.
  • Investigate and settle issues not resolvable by customer service representatives.
  • Relay information for dispute resolution to appropriate departments and personnel.
  • Coordinate business activities by maintaining collaborative partnerships with key departments.
  • Actively participate as a key team member in department meetings.
  • Actively participate in various strategic and internal committees in order to disseminate information within the organization and represent company philosophy.
  • Serve as back-up to the Customer Service Manager as needed.
Requirements
  • Two years medical insurance or other healthcare related field preferred.
  • Prior customer service/call center experience preferred.
  • Claims processing preferred.
  • Experience in leadership preferred.
  • High School Diploma or equivalent.
  • Computer Skills, Typing and 10-key required.
  • Medical terminology, CPT & ICD-9 coding preferred, Microsoft word/excel preferred.
Competencies
  • Building Trust
  • Building a Successful Team
  • Aligning Performance for Success
  • Building Customer Loyalty
  • Building Strategic Work Relationships
  • Continuous Improvement
  • Decision Making
  • Facilitating Change
  • Leveraging Diversity
  • Driving for Results
Our Values
  • We are committed to doing the right thing.
  • We are one team working toward a common goal.
  • We are each responsible for customer service.
  • We practice open communication at all levels of the company to foster individual, team and company growth.
  • We actively participate in efforts to improve our many communities-internally and externally.
  • We encourage creativity, innovation, and the pursuit of excellence.