Customer Service Team Leader

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🕒 2 days ago

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PacificSource Health Plans

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1933

⚕️ Healthcare Insurance

💸 Finance

🧘 Wellness

Healthcare Insurance • Finance • Wellness

PacificSource Health Plans is a healthcare provider that offers a range of health insurance solutions, including plans for individuals, families, and employers. Their offerings include Medicare and Medicaid plans, dental coverage, and administrative services for small and large groups. Committed to member care, PacificSource emphasizes customer service and provides various resources for health management, including mental health support and wellness programs.

📋 Description

• Supervise and provide guidance to Customer Service Representatives regarding department policies, procedures, and workflow. • Responsible for hiring, mentoring, coaching and evaluating team members’ performance. • Demonstrate effective leadership to improve individual performance and develop teamwork and team support. • Manage change and encourage collaborative relationships, involvement and initiative. • 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. • 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. • Actively participate as a key team member in department meetings.

🎯 Requirements

• Two years medical insurance or other healthcare related field preferred. • Prior customer service/call center experience preferred. • Claims processing preferred. • Experience in leadership preferred. • High School Diploma or equivalent required. • Computer Skills, Typing and 10-key required. • Medical terminology, CPT & ICD-9 coding preferred, Microsoft word/excel preferred.

🏖️ Benefits

• Flexible telecommute policy • medical, vision, and dental insurance • incentive program • paid time off and holidays • 401(k) plan • volunteer opportunities • tuition reimbursement and training • life insurance • options such as a flexible spending account