Job Description

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.

Team Lead Qualifications

Education

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.

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