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Customer Service Team Lead

2 months ago

Los Angeles, California, United States L.A. Care Health Plan Full time
Job Summary

The Lead Customer Service Representative is responsible for the development of a successful and cohesive Call Center unit, with a high level of productivity to achieve the department's overall performance metrics, and to meet and/or exceed member satisfaction.

Key Responsibilities
  • Assist Call Center Supervisors with the supervision of Member Services Representatives by closely monitoring performance, which includes but not limited to: coaching, mentoring, motivating, counseling, etc. to ensure they are providing optimal customer services and meeting and/or exceeding department goals.
  • Responsible for the daily workflow and leading the work of assigned staff.
  • Leadership of day to day activities of Member Services Representatives, including but not limited to: Providing direction. Monitoring of staff performance including attendance. Handling all questions/issues raised by staff. Recommending process improvement processes. Preparing and analyzing call center statistical reports. Monitoring/Adjusting of skill-sets for consistency. Ensuring quantity/quality is met for overtime. Handle escalated calls. Back-up to calls as needed. Assist Supervisor to ensure that Representatives provide accurate, timely and quality service to our members/providers. Ensure that all departmental policies, procedures and standards are being met, as well as the organization's mission.
  • Assist Supervisor to ensure that deviations in performance are identified in advance and process changes are made to redirect performance to acceptable levels.
  • Assist Supervisor to ensure that we provide accurate, timely and professionally written, statistical and verbal reports to management for historical, current status and forecasting purposes.
  • Assist Supervisor in reviewing the Representatives overall quality accuracy.
  • Manages complex projects, engaging and updating key stakeholders, developing timelines, leads others to complete deliverables on time and ensures implementation upon approval.
  • Trains and motivates staff. Ensures appropriate service standards are developed and maintained.
  • Leads the work of assigned staff; regularly assigns and checks the work of others, providing guidance, training and feedback on performance to department management.
  • Oversees the daily office workflow, develops and recommends enhancements to process and procedures.
  • Work with training staff to ensure that training practices support staffing and performance standards, takes responsibility for identifying on-going training needs and integrating training and performance expectations as well as work closely with Supervisors to create and/or modify Desk top procedures.
  • Work closely with management to review performance and quality standards on an ongoing basis and to assist with development and implementing incentive programs.
  • Ensures that front line service personnel are capturing information and providing feedback to Supervisors that will enable L.A. Care to improve its product and internal process.
  • Represents the Department when requested at meetings. Assist Supervisor with meetings and provides necessary feedback when requested.
  • Ensure department remains in compliant with HIPAA regulations relating to protected health information (PHI).
  • Maintains attendance expectations.
  • Perform other duties as assigned.
Requirements
  • High School Diploma/or High School Equivalency Certificate
  • At least 0-2 years of customer service experience with 6 months-1 year lead experience in a health plan/ healthcare customer service call center environment
  • Must have knowledge in direct line of business
  • Must know Medical Terminology
  • Must have excellent written and verbal communication skills
  • Strong analytical, coaching/mentoring skills, team building
  • Ability to work effectively with diverse team members
  • Must also have the ability to troubleshoot problem areas and recommend effective alternative solutions to handle irate callers, and provide optimal customer service for internal and external customers
  • Must be flexible with time and be able to work overtime including weekends
  • Must be able to multitask and to streamline day to day operations, policies and procedures
  • Must have advance PC skills including Excel and Access
Preferred Qualifications
  • Bilingual in one of LA Care Health Plan's threshold languages is highly desirable. English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, Vietnamese