Team Lead - Operations
Responsibilities
- Call monitoring of agents
- Supervisor call, answer, research and follow-through
- 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)
- Support the supervisor line when needed -during meeting’s, required coaching and to cover for vacations
- Floor support for agent’s questions
- Communicates, implements, and interprets corporate and departmental policies and procedures
- Provides team members with ongoing feedback, coaching, and counseling on performance for achievement of all benchmarks.
- Provides technical expertise related to job unit function
- Compiles and prepares required data for report information pertaining to 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 exception-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.
Qualifications
Education
- Minimum High School diploma or equivalent
- Two years college education preferred
Experience
- Excellent oral and written communication skills, as well as ability to carry out assignments with minimal guidance.
- Mastery of call center customer service practices.
- Foundational understanding of IBC family of companies, organization and functions including BCBSA, Claims, Billing Appeals, Customer Service, Enrollment QA, Workforce Management, etc.
IBX is an Equal Opportunity 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.
Inclusion and Belonging
At IBX, everyone can feel valued, supported, and comfortable to be themselves, and all associates have a fair opportunity to achieve their full potential. We put these principles into action every day by acting with integrity and respect. Celebrating and embracing diverse thoughts and perspectives that make up our workforce means our company is more vibrant, innovative, and better able to support the people and communities we serve.
About Our Company
Serving more than 8 million people nationwide, including 2.5 million in southeastern Pennsylvania, Independence Health Group — together with its subsidiaries — is the leading health insurance organization in the Philadelphia region. Our mission to build healthier lives for you, your family, and your employees shapes our actions and decisions every day.
At Independence, we see each of our members as an individual, with unique needs and concerns. We’re dedicated to harnessing the very latest ideas and technologies to deliver access to care that meets those needs and surpasses your expectations. For more information about Independence access our website at www.ibx.com. We’re revolutionizing health care, and our focus is on you!
Equal Employment Opportunity
IBX is an Equal Opportunity 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.
Agency Disclaimer
All resumes submitted directly to an Independence Blue Cross employee from a vendor via email, the Internet or in any other form without a valid written search agreement in place for this position from the Independence Blue Cross Family of Companies Human Resources Department will be deemed the sole property of Independence Blue Cross and the Independence Blue Cross Family of Companies. Please note that no fee will be paid in the event the candidate is hired by Independence Blue Cross or the Independence Blue Cross Family of Companies as a result of the referral or through means other than our established process.