Team Lead, Customer Care (Sun-Thurs 11am-8pm)

Commonwealth Care Alliance® (CCA) is a nonprofit, mission-driven health plan and care delivery organization designed for individuals with the most significant needs. As an affiliate of CareSource, a nationally recognized nonprofit managed care organization with over 2 million members across multiple states, CCA serves individuals enrolled in Medicaid and Medicare in Massachusetts through the Senior Care Options and One Care programs and its care delivery enterprises. CCA is dedicated to delivering comprehensive, integrated, and person-centered care, powered by its unique model of uncommon care®, which yields improved quality outcomes and lower costs of care.

Job Summary:

The Team Lead, Customer Care is responsible for leading and directing their team to ensure goals, regulatory, compliance, and department standards are met.

Essential Functions:

• Conduct regularly scheduled coaching conversations; listening and providing feedback for improved performance, and when applicable, create performance improvement plans
• Properly document coaching and development conversations in HR system
• Complete performance appraisals; write appropriate corrective actions, when needed
• Conduct monthly team meetings and huddles to inform, drive, and foster an environment of team building and allow for ongoing communications
• Analyze and leverage data to make recommendations, decisions and improve team performance
• Monitor key operational performance indicators on a daily, weekly, monthly basis to identify key trends and develop action plans that address opportunities
• Identify processes, tools, systems, and behaviors that cause negative impact on efficiency and customer service results, leading to continuous improvement solutions
• Build positive relationships and interactions with internal peers, leaders, and cross functional partners through strong follow through and communication
• Promote positive change management
• Facilitate timely resolution of member, provider, corporate, compliance, and any other tasks requiring deadlines
• Implement, enforce, and support company and departmental policies and procedures
• Maintain a deep understanding and stay informed on business, new product, tools, processes, etc
• Monitor and evaluate calls for quality, compliance, efficiency, and customer satisfaction purposes; actively participate in the internal quality program
• Conduct interviews and evaluate candidates for hiring purposes
• Performs any other job related duties as requested

Education and Experience:

• High School or GED required
• Associates preferred
• Three (3) years of customer service experience, to include a minimum of one (1) year in a call center environment required
• Previous supervisory/leadership experience in a call center environment is strongly preferred

Competencies, Knowledge and Skills:

• Intermediate proficiency level in MS Word, Excel and PowerPoint
• Ability to communicate verbally and in written form with a variety of levels within organization
• Ability to work independently and within a team environment
• Familiarity of the healthcare field and knowledge of Medicaid or Medicare is preferred
• Attention to detail
• Critical listening and thinking skills
• Coaching and development skills
• Strategic management skills
• Proper grammar usage
• Time management skills
• Conflict resolution skills
• Customer service oriented
• Leadership experience and skills
• Critical listening and thinking skills
• Decision making/problem solving skills

Licensure and Certification:

• None required

Working Conditions:

• General office environment; may be required to sit or stand for extended periods of time
• Travel is not typically required

Compensation Range:
$54,500.00 - $87,300.00 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:
- Fostering a Collaborative Workplace Culture - 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 environment of belonging that welcomes and supports individuals of all backgrounds.

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