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Team Lead - Operations (Remote)

Remote: 
Full Remote
Contract: 
Experience: 
Senior (5-10 years)
Work from: 
Panama, Pennsylvania (USA), United States

Offer summary

Qualifications:

High School diploma or equivalent, Two years of college education preferred, Understanding of health insurance products, Intermediate Team Leader skills, Schedule flexibility between 8 AM-9 PM.

Key responsabilities:

  • Monitor agents and provide coaching
  • Support the Escalation Line and answer inquiries
  • Communicate policies and provide feedback
  • Prepare data for reporting and issue resolution
  • Lead team discussions and manage multiple initiatives
Independence Blue Cross logo
Independence Blue Cross Insurance XLarge https://www.ibx.com/
5001 - 10000 Employees
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Job description

Description- external

Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve. If this describes you, we want to speak with you.

Team Lead Responsibilities

  • Call monitoring of agents
  • Support the Escalation Line to handle supervisor calls, answer inquiries, research, and follow through with members.
  • Side by Side coaching and monitoring to focus on:
  • QA
  • AHT issues
  • Adherence
  • MTM errors
  • Short training sessions for selected topics – as needed.
  • Run listening lounge sessions.
  • Review and Approve/Process RX updates (if RX edit trained)
  • Provide support for agent questions via floor support, phone, Teams chat, email, and video interactions.
  • Communicates, implements, and interprets corporate and departmental policies and procedures.
  • Provides team members with ongoing feedback on performance for achievement of all benchmarks.
  • Provides technical expertise related to job unit function.
  • Compiles and prepares required data for reporting information pertaining to the unit.
  • Serves as the next level contact for problems/issues that staff cannot resolve.
  • Identifies high-performing agents for future opportunities.
  • Request form updates for follow-up time as needed.
  • Inventory - as needed.
  • Submit manager exceptions after all research has been completed.
  • Respond to the WFM daily chat.
  • Take phone calls as needed.
  • Performs all other appropriate responsibilities and duties as assigned.

Education

Team Lead Qualifications

  • Minimum High School diploma or equivalent
  • Two years of college education preferred.

Experience

  • Schedule flexibility between the hours of 8 AM-9 PM during peak season. (Must be willing to occasionally support the 1 PM – 9 PM shift when coverage is needed)
  • Excellent oral and written communication skills, as well as the ability to carry out assignments with minimal guidance.
  • Mastery of call center customer service practices.
  • Foundational understanding of the IBC family of companies, organization, and functions including BCBSA, Claims, Billing Appeals, Customer Service, Enrollment QA, Workforce Management, etc.
  • Mastery of general health insurance products e.g., PPO, HMO, group and individual plans, assigned IBC products and services under Scope, Ancillary products, (e.g. Dental, Vision, Prescription), the Affordable Care Act, CMS requirements, HIPAA, relevant state laws and Departments of Insurance (DOI) regulations.
  • Demonstrate listening, verbal, and written communication skills.
  • Can do approach to work.
  • Excellent communication skills
  • Excellent interpersonal skills, including influencing others and negotiation.
  • Excellent project management skills
  • Experience in innovative problem-solving.
  • Problem solver and self-starter
  • Strong attention to detail
  • Ability to lead multiple and varied initiatives and activities simultaneously.
  • Analytical ability to identify and resolve staff and customer problems.
  • Must be able to prioritize work in an environment that changes frequently.
  • Must have the ability to manage organize, plan, and provide leadership to staff.
  • Developing and motivating team members to facilitate professional growth.
  • Leadership and relationship-building skills
  • Demonstrated time management skills.
  • Technical / Computer Skills
  • Intermediate knowledge of Team Leader functions
  • Exposure to an operations service’s environment is highly recommended.
  • Ability to work from home, which includes high-speed wi-fi capability of at least 400 Mbps and a quiet, confidential workspace.

Independence Blue Cross is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.

Required profile

Experience

Level of experience: Senior (5-10 years)
Industry :
Insurance
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Problem Solving
  • Detail Oriented
  • Verbal Communication Skills
  • Technical Acumen
  • Creative Problem Solving
  • Coaching
  • Team Leadership
  • Analytical Thinking
  • Physical Flexibility
  • Social Skills
  • Data Reporting
  • Leadership
  • Time Management

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