Job description
Overview:
Under the direct supervision of Customer Support Center Supervisor, the Customer Support Center Lead is responsible for providing guidance and direction to Customer Support Center Representatives (CSR) as needed on daily basis. This position’s responsibilities include the role of the CSR I and II as well as filling in for the Supervisor(s) when needed, handle escalations, participate in focus groups for strategic initiatives and assist in facilitating staff meeting and trainings.
Responsibilities:
- Provide superior customer service to internal/external customers to ensure an exceptional customer experience.
- Perform the job functions of CSR I & II including handling phone calls during peak hours or when assigned.
- Provide support to CSC Supervisors with day-to-day functions.
- Responsible for resolving patient questions, requests for all call types and escalating as appropriate; includes answering all incoming calls and properly dispose of calls via appropriate transfer, message taking, or follow-up and return call
- Field questions from staff regarding workflow processes and report trends to leaders
- Assist with escalated and/or complex member and provider cases accurately and timely.
- Closely monitor department queues and schedule adherence via monitoring systems and notify leaders when adjustments are needed.
- Conduct quality phone audits and participate in calibration sessions with leaders.
- Maintain confidentiality of all conversations with leaders pertaining to staff performance.
- Assist in developing and updating training material/resources and posting on SharePoint.
- Participate in coaching, training, and development of new and existing Customer Support Center Representatives.
- Participate in the hiring process for Customer Service Center Representatives.
- Assist with generating reports as requested.
- Actively participate in department meetings, training sessions, and other activities.
- Perform other related duties as assigned.
- High School Diploma or GED required. Associates or bachelor’s degree preferred.
- Minimum of 2 years of ACD call center experience
- Minimum of 1 year in medical or healthcare environment
- Four years of experience preferred working in a customer service environment where a lead service/support role was primarily performed.
- Bilingual in Spanish required.
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