Healthcare Customer Service Team Lead

3 weeks ago

Indianapolis, Indiana, United States ImageNetLLC Full time
Job Description

Job Title: Healthcare Customer Service Team Lead

Job Summary:

We are seeking a highly motivated and experienced Healthcare Contact Center Team Lead to manage and guide a team of contact center agents. This leadership role involves direct supervision of 10-50 team members, driving performance, ensuring operational excellence, and fostering a positive, collaborative team environment.

Key Responsibilities:

  • Supervise and manage a team of contact center agents, providing regular coaching and feedback.
  • Monitor team performance and address any performance-related issues.
  • Conduct training sessions to develop team skills and knowledge.
  • Enforce disciplinary action when necessary and ensure adherence to company policies, including PTO and attendance.
  • Oversee time tracking for team members, including timecard management and approval.
  • Analyze KPIs, such as quality, production, and attendance, and implement strategies for improvement.
  • Conduct regular performance reviews and set actionable goals for team members.
  • Prepare and present detailed business reviews using accurate data, client feedback, and operational metrics.
  • Identify process inefficiencies and implement improvements.
  • Collaborate with other departments to resolve operational or technical issues.
  • Coordinate with IT support to resolve technical issues for the team.
  • Recognize and reward team members for outstanding performance and contributions.
  • Address and resolve team conflicts and maintain a positive team dynamic.
  • Maintain open communication with clients and internal leadership, escalating any client concerns to the Director or VP as needed.

Required Knowledge and Skills:

  • Proven leadership experience, including managing, coaching, and developing a team.
  • Excellent attendance record, proactively planning time off according to company policies.
  • Strong motivational and communication skills with a positive attitude.
  • Ability to manage multiple responsibilities and take initiative without being asked.
  • High attention to detail, with perfect quality scores and no production errors for the past 8-12 months.
  • Technical proficiency, including experience in timecard management, quality assurance, and KPI analysis.
  • Strong conflict resolution, decision-making, and organizational skills.
  • Ability to present accurate data and conduct business reviews.
  • Experience collaborating across departments and handling client communications.

Measures of Success:

  • Consistently meets KPIs and metrics, including:
    • Quality
    • Production
    • Errors
    • AHT (Average Handle Time)
    • Attendance
  • High client and caller satisfaction.
  • Positive assessment results and performance reviews.
  • Demonstrates initiative, integrity, and teamwork.
  • Achieves production goals while maintaining positive employee satisfaction.
  • Supports client renewal efforts and maximizes headcount while minimizing unwanted attrition.
  • Ensures cost-effective operations, optimizing margins.

Skills Required:

  • Strong leadership and management skills
  • Excellent communication and customer service abilities
  • Analytical and problem-solving skills
  • Technical proficiency with contact center tools and software
  • In-depth knowledge of quality assurance and reporting
  • Organizational and time management skills
  • Conflict resolution and decision-making capabilities

Company Overview:

Imagenet LLC is a leading provider of back-office support technology and tech-enabled outsourced services to healthcare plans nationwide. We provide claims processing services, including digital transformation, claims adjudication and member and provider engagement services, acting as a mission-critical partner to these plans in enhancing engagement and satisfaction with plans' members and providers.

We currently serve over 70 health plans, acting as a mission-critical partner to these plans in enhancing overall care, engagement and satisfaction with plans' members and providers. We process millions of claims and multiples of related structured and unstructured data elements within these claims annually. We have also developed an innovative workflow technology platform, JetStreamTM, to help with traceability, governance, and automation of claims operations for our clients.

We are headquartered in Tampa, operate 10 regional offices throughout the U.S. and have a wholly owned global delivery center in the Philippines.

We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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