MCS Puerto Rico
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Regular, Non-Exempt
GENERAL DESCRIPTION The Call Center Team Leader is responsible for providing call assistance and monitoring for the Customer Retention Unit, and support to the other company lines of business based on operational needs. This position identifies the training requirements of Service Representatives and informs management to ensure efficiency and compliance with the service indicators set by the company, as well as the policies and procedures established by the Centers for Medicare and Medicaid Services (CMS) and other regulatory entities.
ESSENTIAL FUNCTIONS
Assist the Service Representatives with customer issues related to coverage, co-payments, eligibility, and submit reports to management.
Handles more complex referrals that the Service Representative cannot manage, ensuring excellent service is provided, including escalated calls.
Guides Service Representatives in specific areas to enhance their performance or support their development.
Identifies training and re-training needs for call center staff with input from management.
Collaborates in the planning and execution of training sections for service representatives for new initiatives or revisions that arise.
Review documentation reports from Service Representatives to ensure adherence to established requirements and the accuracy of the information provided.
Supports the Customer Service Department processes according to operational needs.
Takes part in external company member activities on behalf of the Department to solve or channel service situations.
Collaborates in updating the scripts and working guides of the calling initiatives to be used by service representatives.
Must comply fully and consistently with all company policies and procedures, with local and federal laws as well as with the regulations applicable to our Industry, to maintain appropriate business and employment practices.
May carry out other duties and responsibilities as assigned, according to the requirements of education and experience contained in this document.
MINIMUM QUALIFICATIONS Education and Experience:
Bachelor’s Degree from an accredited institution. At least one (1) year of experience performing duties in a similar position in Customer Service areas, preferably in a Call Center in the Health Insurance Industry.
OR
Education and Experience:
Sixty (60) college credits, equivalent to two (2) years of study or an associate degree. At least two (2) years of experience working in Customer Service areas, preferably in a Call Center in the Health Insurance Industry.
OR
Education and Experience:
High School Diploma. At least three (3) years of experience working in Customer Service areas, preferably in a Call Center in the Health Insurance Industry.
“Proven experience may be replaced by previously established requirements.”
Certifications / Licenses:
N/A
Other:
Availability to work rotating shifts, Saturdays, Sundays, and holidays per the operation's requirements.
LANGUAGES Spanish – Basic (comprehensive, writing and verbal)
English – Basic (comprehensive, writing and verbal)
“Somos un patrono con igualdad de oportunidad en el empleo y tomamos Acción Afirmativa para reclutar a Mujeres, Minorías, Veteranos Protegidos y Personas con Impedimento”
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Regular, Non-Exempt
GENERAL DESCRIPTION The Call Center Team Leader is responsible for providing call assistance and monitoring for the Customer Retention Unit, and support to the other company lines of business based on operational needs. This position identifies the training requirements of Service Representatives and informs management to ensure efficiency and compliance with the service indicators set by the company, as well as the policies and procedures established by the Centers for Medicare and Medicaid Services (CMS) and other regulatory entities.
ESSENTIAL FUNCTIONS
Assist the Service Representatives with customer issues related to coverage, co-payments, eligibility, and submit reports to management.
Handles more complex referrals that the Service Representative cannot manage, ensuring excellent service is provided, including escalated calls.
Guides Service Representatives in specific areas to enhance their performance or support their development.
Identifies training and re-training needs for call center staff with input from management.
Collaborates in the planning and execution of training sections for service representatives for new initiatives or revisions that arise.
Review documentation reports from Service Representatives to ensure adherence to established requirements and the accuracy of the information provided.
Supports the Customer Service Department processes according to operational needs.
Takes part in external company member activities on behalf of the Department to solve or channel service situations.
Collaborates in updating the scripts and working guides of the calling initiatives to be used by service representatives.
Must comply fully and consistently with all company policies and procedures, with local and federal laws as well as with the regulations applicable to our Industry, to maintain appropriate business and employment practices.
May carry out other duties and responsibilities as assigned, according to the requirements of education and experience contained in this document.
MINIMUM QUALIFICATIONS Education and Experience:
Bachelor’s Degree from an accredited institution. At least one (1) year of experience performing duties in a similar position in Customer Service areas, preferably in a Call Center in the Health Insurance Industry.
OR
Education and Experience:
Sixty (60) college credits, equivalent to two (2) years of study or an associate degree. At least two (2) years of experience working in Customer Service areas, preferably in a Call Center in the Health Insurance Industry.
OR
Education and Experience:
High School Diploma. At least three (3) years of experience working in Customer Service areas, preferably in a Call Center in the Health Insurance Industry.
“Proven experience may be replaced by previously established requirements.”
Certifications / Licenses:
N/A
Other:
Availability to work rotating shifts, Saturdays, Sundays, and holidays per the operation's requirements.
LANGUAGES Spanish – Basic (comprehensive, writing and verbal)
English – Basic (comprehensive, writing and verbal)
“Somos un patrono con igualdad de oportunidad en el empleo y tomamos Acción Afirmativa para reclutar a Mujeres, Minorías, Veteranos Protegidos y Personas con Impedimento”
#J-18808-Ljbffr