Health Care Call Center Team Lead at SS&C in Mumbai, India

Job description

• The Healthcare Call Center Team Lead works with the Healthcare Call Center Manager to provide day-to-day direction and guidance to call center staff members, coordinate workflow, schedule daily activities, and check work at frequent intervals to ensure contractual service levels, quality standards, and deadlines are being met. You will act as a resource for questions and issues, as well as researching and resolving escalated issues.

Responsibilities

• Assist the team in obtaining and maximizing accuracy and productivity.
• Directs associates using established guidelines, procedures, and policies but has no formal supervisory responsibility.
• Researches and resolves the more complex or escalated issues.
• Monitor, document, and provide feedback to associates on inbound/outbound calls and emails to ensure acceptable quality standards.
• Acts as a resource for questions and issues.
• May perform special projects and other duties as assigned.

Requirements

• High School Diploma required; Bachelor’s degree or equivalent combination of work and education experience preferred
• 1 or more years of customer service and call center experience in a health care related environment is strongly preferred.
• Strong preference for experience working with United States healthcare systems including Medicare, Medicaid, Affordable Care Act, Commercial, Small/Large Group and/or Pharmaceutical Benefits Management
• Ability to work evenings, weekends, and holidays is required.
• Excellent communication skills; able to converse knowledgeably and concisely over the telephone and via written and electronic communication.
• Prior leadership skills in a call center or customer service setting.
• Demonstrated enthusiasm for providing quality service in a professional environment
• Ability to thrive in a dynamic, team environment while remaining knowledgeable of our evolving industry
• Ability to communicate complex information in tangible, simple terms
• Proven ability to adapt your communication style based on the customer’s level of understanding in order to meet their needs
• Strong commitment to continuous learning and development
• Strong research and problem solving skills

Skills

Required

• Excellent communication skills