**Commercial Customer Service Team Leader

3 weeks ago

Springfield, United States PacificSource Administrators, Inc. Full time

**Job Summary:**

We are seeking a highly skilled and experienced **Customer Service Team Lead - Operations** to join our team at PacificSource Administrators, Inc. As a key member of our operations team, you will be responsible for supervising and guiding our customer service representatives to ensure exceptional service delivery to our members.

**Key Responsibilities:**

  • Supervise and provide guidance to customer service representatives on department policies, procedures, and workflow.
  • 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.
  • Assist with answering inquiries received by phone, mail, e-mail, or in person, providing exceptional service.
  • Assist in appeal research and resolution.
  • 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 to disseminate information within the organization and represent company philosophy.
  • Serve as back-up to the Customer Service Manager as needed.

**Requirements:**

  • Two years of experience in a medical insurance or other healthcare-related field.
  • Prior customer service/call center experience preferred.
  • Claims processing experience preferred.
  • Experience in leadership preferred.

**Preferred Qualifications:**

  • Medical terminology, CPT & ICD-9 coding preferred.
  • Microsoft Word/Excel preferred.

**Work Environment:**

Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately less than 5% of the time.

**Physical Requirements:**

Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting, and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.

**Our Values:**

We live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business:

  • 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 actively work to advance social justice, equity, diversity, and inclusion in our workplace, the healthcare system, and community.
  • We encourage creativity, innovation, and the pursuit of excellence.

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