Lead Customer Care Associate - United States - Magellan Health

Description

Supports the Operations Manager, servicing a specified set of customers. This position is the primary resource responsible for the coaching of Customer Care operations team members, and ensuring they follow appropriate guidelines and processes in delivering a high caliber, efficient level of service to members, providers and health plan representatives. The Lead supports a team environment which motivates staff to deliver operational excellence and strive for first call resolution.

• Serves as the primary resource for Customer Care team members and drives the highest level of performance on all nonclinical processes end to end.
• Assists with quality monitoring and provides constructive feedback.
• Mentors new staff and coaches staff on improvement plans.
• Collaborates with Manager and implements plans to ensure team achieves specific goals in support of client, team and overall operations goals. Be a champion for first call resolution strategy.
• Motivates and encourages team members to excel.
• Supports a team environment that contributes to a high degree of employee satisfaction and engagement.
• Assists with team incentives and fosters constructive interoffice team competition to motivate and reward performance excellence.
• With collaboration with Manager and Workforce Management Team, monitors team performance levels on an ongoing basis to ensure telephone and timeliness goals are achieved.
• Assists with calls and queues on an as needed basis.
• Assists with data collection and reporting of performance results for scorecards, SERP, shift bid, and other measurement tools.
• Reviews and analyzes daily metrics for staff to ensure compliance, identify trends, and implement action plans to address issues.
• Communicates process changes and new customer requirements to team members.
• Assists in modifying materials and providing training as needed to accommodate customer needs.
• Serves as the primary backup in the Manager's absence, providing direction and guidance to the team.

Other Job Requirements

Responsibilities

Must be flexible in scheduling and comfortable with change as customer service is an ever-changing environment.
Responsible for meeting call handling requirements and daily telephone standards as set forth by management.
Must agree to observing service for the purpose of training and quality control.
Must be a proficient typist (avg. 35+ WPM) with strong written and verbal communication skills.
Must be able to maneuver through various computer platforms while verifying information on all calls.
Must be able to talk and type simultaneously.
3+ years in a call center lead role, preferably in the health care industry.

General Job Information

Title

Lead Customer Care Associate (After Hours)

Grade

20

Work Experience - Required

Customer Service

Work Experience - Preferred

Education - Required

High School

Education - Preferred

Associates

License and Certifications - Required

License and Certifications - Preferred

Salary Range

Salary Minimum:

$41,505

Salary Maximum:

$62,255

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.

This position may be eligible for short-term incentives as well as a comprehensive benefits package. Magellan offers a broad range of health, life, voluntary and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing.

Magellan Health, Inc. is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.
Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures.