Team Lead - Operations

Responsibilities:  
 
Call monitoring of agents 
Supervisor calls, 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 - Internal 

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. 
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, to include 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. 
Schedule flexibility between hours of 8am-9pm during peak season 
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 services environment is highly recommended 

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. 

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