Experienced Lead Customer Solution Center Service Representative – Healthcare Call Center Leadership
At arenaflex, we are dedicated to providing access to quality healthcare for vulnerable and low-income communities in Los Angeles County. As a leading public health plan, we strive to deliver exceptional customer service to our members and providers. We are seeking an experienced and compassionate Lead Customer Solution Center Service Representative to join our team and lead our Call Center unit to excellence.
Job Summary
The Lead Customer Solution Center Service Representative is a critical role that requires exceptional leadership, communication, and problem-solving skills. As a key member of our Call Center team, you will be responsible for developing and implementing strategies to achieve high levels of productivity, member satisfaction, and quality service. You will work closely with our Supervisors to coach, mentor, and motivate our Member Services Representatives to provide optimal customer service and meet departmental goals.
Key Responsibilities
* Lead the day-to-day activities of Member Services Representatives, providing direction, guidance, and support to ensure they meet and exceed departmental performance metrics.
- Monitor staff performance, including attendance, and handle questions and issues raised by staff.
- Recommend process improvements and develop and analyze call center statistical reports to identify areas for growth and improvement.
- Ensure that all departmental policies, procedures, and standards are met, including the organization's mission and HIPAA regulations.
- Handle escalated calls and provide back-up support as needed.
- Assist Supervisors in reviewing the Representatives' overall quality accuracy and developing and implementing incentive programs to achieve service standards.
- Work closely with training staff to ensure that training practices support staffing and performance standards.
- Collaborate with management to review performance and quality standards on an ongoing basis and develop and implement motivational programs to achieve service standards.
- Ensure that front-line service personnel capture information and provide feedback to Supervisors to enable arenaflex to improve its product and internal processes.
- Represent the Department at meetings and provide necessary feedback when requested.
- Maintain attendance expectations and perform other duties as assigned.
Requirements
* High School Diploma or High School Equivalency Certificate
- At least 0-2 years of customer service experience with 6 months-1 year lead experience in a health plan/healthcare customer service call center environment
- Experience working with the disadvantaged population, Covered California, and Cal MediConnect is preferred
- Knowledge of direct line of business, medical terminology, and excellent written and verbal communication skills
- Strong analytical, coaching/mentoring skills, team building, and ability to work effectively with diverse team members
- Ability to troubleshoot problem areas and recommend effective alternative solutions to handle irate callers and provide optimal customer service
- Flexibility with time and ability to work overtime, including weekends
- Ability to multitask and streamline day-to-day operations, policies, and procedures
- Advance PC skills, including Excel and Access
- Bilingual in one of arenaflex's threshold languages is highly desirable (English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, Vietnamese)
Preferred Qualifications
* Associate's Degree
- Experience in working with Covered California and Cal MediConnect
- Bilingual in one of arenaflex's threshold languages
Benefits
* Competitive salary range: $55,245.00 (Min.) - $69,045.00 (Mid.) - $82,867.00 (Max.)
- Paid Time Off (PTO)
- Tuition Reimbursement
- Retirement Plans
- Medical, Dental, and Vision
- Wellness Program
- Volunteer Time Off (VTO)
Why Join arenaflex?
* arenaflex is a leading public health plan dedicated to providing access to quality healthcare for vulnerable and low-income communities in Los Angeles County.
- We offer a dynamic and supportive work environment with opportunities for professional growth and development.
- Our team is passionate about delivering exceptional customer service and making a positive impact in our community.
- We value diversity, equity, and inclusion and strive to create a workplace that reflects the communities we serve.
How to Apply
If you are a motivated and compassionate leader with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!
Equal Employment Opportunity
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that reflects the communities we serve and values diversity, equity, and inclusion.
Physical Requirements
This role requires light physical activity and may involve sitting for extended periods, using a computer, and communicating with team members and customers.
Additional Information
The expected pay range is based on many factors such as geography, experience, education, and the market. The range is subject to change. arenaflex offers a wide range of benefits, including Paid Time Off (PTO), Tuition Reimbursement, Retirement Plans, Medical, Dental, and Vision, Wellness Program, and Volunteer Time Off (VTO). Apply for this job