Team Leader, Member Relations

2 weeks ago

Doral, Florida, United States Sentara Full time

Location

Doral, FL

Position Overview

Work Schedule

First (Days) (United States of America)

Sentara is seeking a Team Leader, Member Relations. This role is a hybrid position, allowing for flexibility in working from home and in the office.

Role Responsibilities: The individual will oversee the daily functions of the department, serving as a key resource for inquiries, assisting with routine operations, and fostering a well-trained, efficient, and service-oriented team. This position also involves monitoring performance and driving improvement initiatives aligned with organizational strategies focused on customer satisfaction, quality assurance, and financial integrity. The leader will cultivate and sustain strong, collaborative relationships with members, providers, and internal stakeholders, identifying areas for enhancement, proposing solutions, and executing changes to improve service delivery. Additionally, this role exemplifies effective communication and teamwork across various departments.

Key Responsibilities:
* Supervise the performance of Member Relations Representatives and Team Leaders, providing guidance and development to ensure optimal execution of responsibilities. Establish clear expectations and deliver ongoing constructive feedback to maintain high service quality for Sentara members. Identify training and development needs for team members and offer coaching to enhance performance.
* Manage the daily operations of the Call Center, ensuring team members are informed of and adhere to all operational objectives, performance benchmarks, and policies. Regularly review service levels, SLAs, and KPIs to ensure quality and efficiency in service delivery. Assist team members with complex inquiries or escalated issues as necessary.
* Maintain a comprehensive understanding of the business and specific product lines, acting as a resource for the team and other departments. Foster open communication channels at all organizational levels to facilitate effective information sharing and root cause analysis of challenges.
* Collaborate with department Supervisors, Managers, and Directors to ensure the efficient functioning of the Member Relations Call Center. Identify opportunities for operational enhancements and present findings to senior leadership. Actively participate in committee meetings to propose ideas for improving call center efficiency.
* Work alongside the Training Supervisor and Coordinator to ensure associates develop the necessary skills and knowledge. Oversee onboarding processes and career development initiatives, ensuring all team members have access to essential tools and resources.
* Supervise coaching efforts conducted by Team Leaders, ensuring the success of coaching sessions. Conduct regular one-on-one meetings with associates and Team Leaders to foster a culture of continuous training and development. Provide support to associates not meeting established performance goals.
* Plan and coordinate the workflow of department staff; collaborate with Human Resources in recruiting, interviewing, and selecting candidates; mentor and develop staff, including overseeing onboarding and career development; manage performance through clear expectations and ongoing feedback.
* Undertake additional duties as assigned by management.

Minimum Qualifications:
* An Associate's degree (or higher) is preferred, or a minimum of five years of relevant experience in lieu of education is required.
* Experience in Healthcare - 3 years
* Experience in Call Center - 3 years
* Experience in Managed Care - 2 years

Preferred Qualifications:
* Strong communication skills, including listening, speaking, and writing abilities.
* Excellent interpersonal skills with the capacity to engage effectively with all levels of personnel.
* Proven ability to coach and motivate team members in a customer service environment.
* Detail-oriented and analytical mindset in a fast-paced setting.
* Competence in managing stressful situations with accountability for outcomes.
* Familiarity with all call center functions.
* In-depth knowledge of Sentara's product offerings to accurately address and resolve issues.
* Strong organizational skills with the ability to prioritize tasks effectively.
* Proficiency in Windows-based applications, including Microsoft Word and Excel.
* Knowledge of call monitoring software is preferred.
* Understanding of medical terminology, health insurance billing practices, managed care regulations, and industry standards.
* Familiarity with scheduling and forecasting software is preferred.
* Capability to operate general office equipment.

Benefits Overview:
Sentara offers a comprehensive benefits package designed to support the well-being of employees and their families. This includes:
* Medical, Dental, and Vision Insurance
* Paid Annual Leave and Sick Leave
* Flexible Spending Accounts
* Retirement plans with matching contributions
* Supplemental insurance options, including life insurance and AD&D
* Employee perks program with discounts on various services and products
* Opportunities for professional growth within the organization.

Sentara is committed to fostering a diverse and inclusive workforce that reflects the communities we serve. We prioritize the health and well-being of our employees and their families through comprehensive health care and retirement benefits.

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