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.

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

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.

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.