Supports the Operations Manager, servicing a specified set of customers. This position is the primary resource responsible for the coaching of Customer Care operations team members, and ensuring they follow appropriate guidelines and processes in delivering a high caliber, efficient level of service to members, providers and health plan representatives. The Lead supports a team environment which motivates staff to deliver operational excellence and strive for first call resolution.
Serves as the primary resource for Customer Care team members and drives the highest level of performance on all nonclinical processes end to end.
Assists with quality monitoring and provides constructive feedback.
Mentors new staff and coaches staff on improvement plans.
Collaborates with Manager and implements plans to ensure team achieves specific goals in support of client, team and overall operations goals. Be a champion for first call resolution strategy.
Motivates and encourages team members to excel.
Supports a team environment that contributes to a high degree of employee satisfaction and engagement.
Assists with team incentives and fosters constructive interoffice team competition to motivate and reward performance excellence.
With collaboration with Manager and Workforce Management Team, monitors team performance levels on an ongoing basis to ensure telephone and timeliness goals are achieved.
Assists with calls and queues on an as needed basis.
Assists with data collection and reporting of performance results for scorecards, SERP, shift bid, and other measurement tools.
Reviews and analyzes daily metrics for staff to ensure compliance, identify trends, and implement action plans to address issues.
Communicates process changes and new customer requirements to team members.
Assists in modifying materials and providing training as needed to accommodate customer needs.
Serves as the primary backup in the Manager's absence, providing direction and guidance to the team.
Other Job Requirements
Responsibilities
Must be flexible in scheduling and comfortable with change as customer service is an ever-changing environment.Responsible for meeting call handling requirements and daily telephone standards as set forth by management.Must agree to observing service for the purpose of training and quality control.Must be a proficient typist (avg. 35+ WPM) with strong written and verbal communication skills.Must be able to maneuver through various computer platforms while verifying information on all calls.Must be able to talk and type simultaneously.3+ years in a call center lead role, preferably in the health care industry.
General Job Information
Title
Lead Customer Care Associate
Grade
19
Work Experience - Required
Customer Service
Work Experience - Preferred
Education - Required
High School
Education - Preferred
Associates
License and Certifications - Required
License and Certifications - Preferred
Magellan Health, Inc. is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures.
Magellan is the employer of choice for hard working people interested in making a difference in the health care industry and in the communities where we work and live. Our strong culture of caring is the common thread in both our business strategy and our work environment. We value professional growth and development, total health and wellness, rewards and recognition as well as employee unity. Magellan is a place where you can thrive.
Magellan is committed to providing equal employment opportunities to employees and applicants for employment without regard to race, color, creed, religion, sex, gender identity and expression, sexual orientation, marital status, age, national origin, ancestry, citizenship, physical or mental disability, disabled veteran or veteran of the Vietnam Era status, or any other factors protected by law.
Magellan is committed to meeting applicable Federal labor and employment law posting requirements by providing necessary posters in a format which is easily accessible and conspicuous to all applicants. Copies of applicable posters are accessible by clicking here (https://www.magellanhealth.com/media/760295/mg-federal-contractors-applicant-english.pdf) .
Warning: Employment Scam
It has come to our attention that a false representative is contacting potential candidates and offering them work at home positions with Magellan Health. -Interviews- are conducted completely through email and the false job offer includes the promise of a check to be issued to the candidate for the purposes of setting up a home office.
Please know that Magellan Health does not interview any candidate through email, nor do we issue checks to candidates to set up home offices. All of our available positions are posted on legitimate job boards and our recruitment team directly contacts candidates should there be a fit.
If you suspect you are being contacted by a false representative of Magellan Health, please call 410-953-2911
