Team Lead Customer Care Issue Resolution Team

Job Summary:

The Team Lead, Customer Care Resolution manages the daily activities of the team that provides overall second level support to frontline Customer Care Specialist across CareSource sites ensuring efficient handling of all inquiries in an accurate and timely manner.

Essential Functions:

• Partner with internal stakeholders including but not limited to Claims, Pharmacy, and Utilization Management, Grievance and Appeals and Health Partnership to determine scope of support ensuring member and provider requests are resolved appropriately
• Leverage data, proactively communicate and define processes for necessary escalation, identifying and serving up root cause opportunities and insights  and support driving appropriate action with partners
• Build key point of contact relationships and partner/ communicate effectively with senior leaders across markets and operations to ensure clarity on trends related to large provider types 
• Support definition of communication strategy across organization
• Lead team in managing all aspects of Customer Care Tier II support activities that include resolving frontline Customer Care specialist inquiries, internal and external
• Identify opportunities for process improvements and initiate efforts using accepted continuous improvement methodologies
• Effectively communicate  performance
• Maintain knowledge and understanding of all member and provider processes and procedures
• Provides leadership and direction of staff for successful completion of daily tasks
• Responsibility for training and development of staff
• Works with staff to set performance goals and objectives; completes performance review activities, to include monthly one-on-one meetings and annual performance appraisals
• Respond timely to escalated issues
• Create, review, revise and enforce company and departmental policies and procedures
• Proactively keep the management team apprised of the team’s performance, products and issues
• Perform any other job related instructions as requested

Education and Experience:

• Associate’s degree or equivalent years of relevant work experience is required
• A minimum of two (2) years of call center experience is required
• A minimum of two (2) years of management experience is required

Competencies, Knowledge and Skills:

• Knowledge of industry standard Workforce Management software, processes, and measurements is preferred
• Computer proficiency with knowledge and experience in a Windows environment
• Basic experience with ACD systems
• Basic experience with Call Management Systems
• Experience with coaching and performance management
• Excellent interpersonal, verbal and written communication skills
• Ability to manage multiple projects and deadlines
• Ability to excel in a fluid, dynamic environment
• Customer service experience
• Negotiation skills/experience
• Proper grammar usage
• Technical writing skills
• Project management skills and ability to drive deadlines
• Solid self-management and time management skills
• Critical thinking and listening skills
• Decision making and problem solving skills
• Demonstrates confidence and positivity
• Ability to develop, prioritize and accomplish goals

Licensure and Certification:

• None

Working Conditions:

• General office environment; may be required to sit or stand for extended periods of time

Compensation Range:
$61,500.00 - $98,400.00 CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.

Compensation Type:
Salary

Competencies:
- Create an Inclusive Environment - Cultivate Partnerships - Develop Self and Others - Drive Execution - Influence Others - Pursue Personal Excellence - Understand the Business

This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an inclusive environment that welcomes and supports individuals of all backgrounds.