Team Lead - Operations (Remote)
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.
Independence Blue Cross is an Equal Opportunity and Affirmative Action 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.
Diversity, Equity, and Inclusion
At Independence, everyone can feel valued, supported, and comfortable to be themselves. Our commitment to equity means that 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. We stand together to speak out against injustice and to break down barriers to support a more inclusive and equitable workplace. Celebrating and embracing the 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
Independence Blue Cross is an Equal Opportunity and Affirmative Action 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.