Customer Service Team Leader

PacificSource Health Plans is dedicated to helping members access quality, affordable care. The Customer Service Team Leader will supervise and provide guidance to Customer Service Representatives, manage hiring and performance evaluations, and drive process improvements within the team.

Responsibilities:

• Provide supervision, coaching, training, support, evaluation and leadership to assigned staff
• Assist with hiring, staff development, coaching, performance reviews, corrective actions, and termination of employees. Provide feedback, including regular one-on-ones and performance evaluations, for direct reports
• Assist with process improvement and work with other departments to improve interdepartmental processes. Utilize lean methodologies for continuous improvement. Utilize visual boards and daily huddles to monitor key performance indicators and identify improvement opportunities
• Monitor, evaluate and report service performance for the department and determine staffing needs related to day-to-day performance goals
• Investigate and settle issues not resolvable by customer service representatives. Relay information for dispute resolution to appropriate departments and personnel
• Assist with answering inquiries received by phone, mail, e-mail or in person, providing exceptional service
• Assist in appeal research and resolution
• Coordinate business activities by maintaining collaborative partnerships with key departments
• Assist with hiring, staff development, coaching, performance reviews, corrective actions, and termination of employees
• Actively participate as a key team member in department meetings
• Actively participate in various strategic and internal committees in order to disseminate information within the organization and represent company philosophy
• Serve as back-up to the Customer Service Manager as needed
• Maintain department visual board
• Meet department and company performance and attendance expectations
• Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information
• Perform other duties as assigned

Requirements:

• High School Diploma or equivalent required
• Two years medical insurance or other healthcare related field preferred
• Prior customer service/call center experience preferred
• Claims processing preferred
• Experience in leadership preferred
• Computer Skills, Typing and 10-key required
• Ability to read and comprehend both written and spoken English
• Communicate clearly and effectively
• Medical terminology, CPT & ICD-9 coding preferred
• Microsoft word/excel preferred