Member Services Team Lead

Overview

Join our dynamic team as a Member Services Team Lead, where your energy and leadership will drive exceptional customer experiences in a fast-paced healthcare support environment. In this pivotal role, you will oversee daily operations of the member services department, ensuring efficient communication, accurate data management, and outstanding client service. Your multilingual skills and technical proficiency will empower you to lead a diverse team, streamline processes, and uphold the highest standards of phone call management and electronic health records (EHR) handling. This is an exciting opportunity to make a meaningful impact by guiding a dedicated team committed to delivering compassionate, professional support to our members.

Duties

• Lead and motivate a team of customer service representatives to achieve performance goals and deliver top-tier client service.
• Manage daily call center operations, including overseeing phone communication, call etiquette, and issue resolution.
• Ensure accurate data entry and maintenance of electronic health records (EHR) and health insurance information using specialized software.
• Provide training and ongoing coaching on medical terminology, healthcare support protocols, and technical tools such as Microsoft Office applications.
• Handle escalated member inquiries with professionalism, employing problem-solving skills to resolve issues efficiently.
• Monitor team performance metrics, prepare reports on service quality, and implement improvements for enhanced customer satisfaction.
• Support multilingual communication efforts by assisting team members in providing services in multiple languages as needed.

Experience

• Proven experience in a call center environment or healthcare support setting with demonstrated leadership capabilities.
• Strong proficiency in Microsoft Office Suite (Word, Excel, Outlook) and computer skills relevant to EHR/EHR management systems.
• Experience managing phone calls with excellent phone etiquette and communication skills in English; bilingual abilities are highly desirable.
• Knowledge of health insurance processes, medical terminology, and electronic health records (EHR) management systems.
• Familiarity with data entry procedures, customer service problem-solving techniques, and healthcare client services.
• Prior experience supervising or leading a team in a customer service or healthcare context is preferred.
• Ability to handle multiple tasks efficiently while maintaining attention to detail and professionalism.

Embark on a rewarding career where your leadership fuels positive member interactions! We are dedicated to supporting your growth through comprehensive training and development opportunities while fostering an inclusive environment that values your multilingual abilities and technical expertise. Join us in making a difference every day!

Pay: $20.00 - $21.00 per hour

Work Location: In person