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Team Leader, Operations Healthcare

Req #: CNX00048212
Location: Greenville, SC US
Job Category: Healthcare
In this role the TL will provide team guidance, and ensure that all key metrics of performance as per the Client SLA are met and exceeded. The TL will also provide, floor support, learning sessions, coaching & feedback to agents related to resolving a variety of customer benefit and agent personal concerns. The TL will handle escalated customer concerns and guide/assist the agents in processing Claims.  The TL will primarily be responsible for providing highly effective, efficient and professional customer, agent, management and client support by troubleshooting benefit issues, researching solution utilizing CRM software and various internal and external knowledge based systems.  The TL will also be responsible for enhancing team performance and motivation; foster career advancement of the team members within the project or lateral movement.
 
Primary functions of the SME roles consist of:
  • Manage team performance and responsible for the overall development of the team
  • Responsible for managing people metrics within the team eg. Attrition, absenteeism, schedule adherence etc.
  • Responsible for daily, weekly, monthly reporting to management as per their requirement.
  • Supporting production agents / SMEs on an back office setting.
  • Providing world class customer support (internal and external) and instilling confidence while working on an incident, as well as when the resolution is unknown
  • Leveraging both internal & external knowledge based system for assisting SME/ agent / customer
PARAMETERS
Necessary
Desired
Education
  1. Graduate in any discipline or equivalent
  2. Diploma / Certificate HS / General Equivalent
  1. Some college preferred
  2. Management training preferred (CNX University or other)
Work Experience
  1. 3 years of experience in customer/ Healthcare support
  2. Previous experience in a Claims Processing Role Highly Preferred
  3. Consistent Achievement KPI and Adherence record for 3 months in previous role
  1. Management experience preferred
Knowledge
  1. Computer (Knowledge)
  2. Good Communication Skills (Spoken & written)
  3. Medical terminology /Healthcare Vertical understanding
  4. Management skills and resource skills
 
Skills and Abilities
  1. Decision Making (Extreme importance)
  2. Workflow / Process adherence experience
  3. Active Listening (Oral comprehension, Oral expression) (Above Average)
  4. Multi-tasking for customers, client, SMEs, agents and management
  1. Analytical / Logical thinking
  2. Advanced Interpersonal Communication skills
  3. Troubleshooting analysis
Personal Attributes
  1. Drive & Persistence (Extreme Importance)
  2. Analysis (Extreme Importance)
  3. Service Orientation (Extreme Importance)
  4. Resilience & Flexibility (Extreme Importance)
  5. Learning and knowledge (Above Average)
  6. Dependability (Extreme Importance)
  7. Interpersonal Skills and Teamwork (Extreme Importance)
  1. Care for Customers / Agents
  2. Confident
  3. Multitasking
  4. Team player
  5. Patience
  6. Drive & persistence
  7. Learning & knowledge
enhancement
  1. Ability to work under pressure
situations
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