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HealthEZ · 3 weeks ago

Member Experience Team Lead

Minneapolis, MN

Full-time

Hybrid

Entry, Mid Level

$23/hr - $26/hr

1+ years exp

HealthEZ is a healthcare company focused on providing exceptional service to its members. The Member Experience Team Lead is responsible for leading call center representatives, ensuring efficient workflows, coaching agents, and delivering training to enhance service quality and compliance.

Health CareInsurance

Responsibilities

Serve as the first point of contact for representatives needing assistance with complex inquiries or system issues

Provide real-time coaching and feedback to improve call handling and customer experience

Conduct routine coaching sessions with representatives

Create and deliver new-hire and ongoing training modules to ensure team competency. Maintain and update training materials to reflect process changes and compliance requirements

Review and audit agent interactions

Monitor call queues and ensure adherence to schedules and service level agreements (SLAs)

Create and maintain agent schedules to optimize coverage and productivity

Handle escalated calls, complaints, and complex inquiries, partnering with internal departments for resolution

Recommend and implement process enhancements to improve efficiency and customer satisfaction

Maintain and enhance department Standard Operating Procedures (SOPs)

Assist in tracking and reporting team performance metrics

Special duties as assigned