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Lead Customer Support Specialist
2 months ago
Industry Sector:
Healthcare Services
Why You Should Explore This Career Opportunity:
Attractive compensation up to $31.44 per hour
Pathway for professional growth and advancement within the organization
Extensive benefits package
Defined guidance and development opportunities for various roles
Remote work options available within California
Supportive and inclusive workplace culture
Key Responsibilities:
Act as the primary contact for all Customer Service Representatives (CSRs)
Address escalated concerns from CSRs
Oversee call queues, breaks, and lunch schedules
Facilitate communication between departments to resolve customer service challenges
Create and deliver training materials
Onboard and train new employees
Document and address customer inquiries via phone
Interpret provider and health plan agreements to ensure accurate call responses
Record issues in the Customer Service Tracking system
Organize and prioritize workload to effectively resolve issues
Provide timely resolutions to callers
Engage in outreach initiatives and telephonic surveys
Maintain standards for call quality and volume
Build positive relationships and uphold individual self-esteem
Required Qualifications:
High school diploma/GED or equivalent experience
Must be at least 18 years old
Minimum of 2 years experience in a Medicare and HMO setting
At least 2 years of claims processing or customer service experience in claims
2+ years of customer service experience in a healthcare environment
1+ years of experience in authorization/referral processing
Typing speed of 40-50 words per minute
Proficient in computer and Windows PC applications
Ability to work standard business hours, with occasional overtime or weekend shifts
Preferred Qualifications:
2+ years of experience training new hires in a call center customer service role
2+ years of administrative experience in scheduling or training within the healthcare sector
Understanding of standard billing practices
Ability to interpret provider and health plan agreements
