TEAM LEAD - BENEFIT VERIFICATIONS (VIRTUAL CALL CENTER)

Team Lead

Candidates must be local to Charlotte, NC and willing to be onsite for the 1st week of the assignment.

We are seeking a dedicated and experienced Team Lead to oversee a team performing Benefit Verifications within our virtual call center.

This role involves guiding team members, ensuring performance standards are met, and maintaining high-quality service for our clients.

Primary Duties and Responsibilities :

• Provide Day-to-Day Instructions : Offer clear guidance to team members on processing Benefit Investigations.
• Coaching and Issue Resolution : Support and coach team members to resolve issues and complete benefit investigations successfully.
• Performance Monitoring : Regularly assess the job performance of seasonal employees to ensure adherence to client service level agreements.
• Production Monitoring : Monitor daily employee production to meet or exceed performance and quality standards.
• Training Initiatives : Assist in training seasonal Reimbursement Specialists to achieve performance benchmarks for benefit verifications.
• Escalation of Issues : Follow protocols to escalate issues to the Supervisor as needed.
• Training Document Development : Contribute to the creation of training documents to enhance the training process for team members.
• Open Communication : Maintain open communication with staff to address concerns, provide support, and foster a positive work environment.
• Identify Program Issues : Proactively identify and propose solutions to program challenges to the Supervisor.
• Customer Relations : Maintain positive relationships with both internal and external customers.
• Related Duties : Perform other related duties as assigned.

Qualifications :

Experience and Educational Requirements :

• Experience : Minimum of 2 years in a specialty pharmacy, medical insurance, reimbursement hub, physician's office, healthcare setting, or insurance background preferred.
• Benefit Investigations : Experience in processing benefit investigations in a fast-paced environment is highly desirable.
• Education : Bachelor's Degree preferred but not required.
• Leadership Experience : Previous supervisory or leadership experience preferred but not required.
• Remote Work : Experience in directing a remote workforce is highly desirable.

Minimum Skills, Knowledge, and Ability Requirements :

• Interpersonal Skills : Strong interpersonal skills are essential.
• Communication : Effective communication skills, both oral and written.
• Supervisory Skills : Ability to understand and apply supervisory and coaching concepts and best practices.
• Computer Skills : Proficiency in learning and using new computer systems in a fast-paced setting.
• Time Management : Ability to manage multiple tasks and meet deadlines.
• Microsoft Office : Working knowledge of Microsoft Office applications.
• Issue Resolution : Capability to resolve associate issues effectively and efficiently.
• Escalation : Proven ability to appropriately escalate issues to management.
• Motivational Skills : Ability to provide motivation and support to the team.
• Delegation : Skill in appropriately delegating tasks.
• Remote Work : Ability to work efficiently in a remote setting.

Apply Now :

If you have a passion for leadership and a background in healthcare or insurance-related roles, we encourage you to apply for this exciting opportunity to lead a team in our virtual call center.