Team Lead, Team Care Call Center Job in Baltimore, Maryland US
Team Lead, Team Care Call Center
Job Description:
POSITION SUMMARY
The Team Lead of Member Scheduling performs scheduling activities within the Care Improvement Plus Prospective program. Additionally, this position requires a combination of the following experience and duties beyond that of a Member Scheduling Rep III:.
Training of Staff.
Assists with the supervision of Staff.
Ability to lead department projects.
Creation of training aides.
Monitors representatives call activities.
Mentors staff and oversees Member Scheduling Rep III activities
General Responsibilities
Conduct a high volume of outbound calls to members of the health plan to schedule their Care Improvement Plus in-home visit with a practitioner.
Answers inbound calls from members and assists them with their inquiries. Routes calls to appropriate department. Handles escalated calls to resolve issues.
Follows system scripting and validates member demographic information.
Documents the members record with accurate information obtained on the call.
Ensures that the appointments are scheduled accurately following department procedures.
Resolves scheduling issues and conflicts.
Trains all new hires and reinforces training in existing reps
Works as a lead on special projects within the department as assigned. Also responsible for reporting on these projects.
Assists with supervision of staff.
Creates job training aides.
Monitors call activities using the I3 phone system.
Mentors the reps and suggests improvements to the systems and program.
Assists in the interview process.
Assists with Team meetings.
Skills/Experience (Required):
Excellent communication skills, both verbal and in written.
Sound knowledge of telephone etiquette.
Ability to converse pleasantly with the senior population.
Excellent attendance and work record/ethic.
PC and Microsoft Office skills.
Must have good typing skills and use proper grammar.
Experience with call center technology.
Strong persuasion skills.
Detail oriented.
Patient.
Team player.
High Energy.
Enthusiastic and has a high level of motivation.
Positive attitude.
Must be dependable and adaptable to change in a fast paced call center environment.
Must be Customer Service oriented.
Required Background
High school diploma or GED equivalent preferred. Some college preferred.
Experience talking with the senior population and handling escalated calls.
Two years of call center type experience.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
