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Emergent Holdings · 1 week ago

Team Leader I - Quality and Training

Detroit, MI

Full-time

Hybrid

Mid, Senior Level

3+ years exp

Emergent Holdings is seeking a Team Leader I - Quality and Training to oversee administrative and operational functions within their assigned areas. The role involves supervising staff, ensuring quality customer service, and implementing effective work systems to enhance operational efficiency.

Health CareInformation ServicesInformation TechnologyInsuranceMedical

Comp. & Benefits

Responsibilities

Supervise, coordinate, direct and monitor staff activities to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing

Prioritize and assign work to employees and initiate corrective measures to resolve problems including scheduling or adjusting overtime requirements as necessary

Select, train, develop, appraise and counsel support staff personnel

Interface with diverse levels of internal and external personnel to develop and maintain effective rapport and to resolve issues and inquiries

Monitor and analyze proficiency and quality efforts subordinate personnel

Administer and adhere to Corporate and Departmental policies, practices and procedures, including union contract administration

Recommend and implement new or improved systems which will enhance or expedite work

Other duties may be assigned

Qualification

Customer service experienceClaims processing knowledgeLeadership experienceAnalytical skillsOrganizational skillsCommunication skillsTime managementCoaching skillsChange managementWordExcelPowerPointBCBSM policiesVerintNCompassSharePointConflict resolutionPresentation skillsMotivational skills

Required

A minimum of 60 college credits is required

Three (3) years customer service, or claims processing, or membership and billing experience required

Strong organizational, planning, analytical and communication skills

Must pass Team Leader selection system

Ability to manage the flow of day-to-day operations and multiple priorities concurrently

Ability to lead effectively utilizing with various leadership modes (e.g., work in the office, virtual, and work from home)

Working knowledge of claims and service systems and tools/resources (e.g., Verint, NCompass, SharePoint, etc.…)

Strong decision making, organizational, time management, change management, conflict resolution, analytical and coaching skills

Ability to create presentations and documentation using Word, Excel, and PowerPoint for diverse audiences

Ability to inspire and motivate employees to perform at their best through positive encouragement and engagement initiatives

Preferred

Bachelor's Degree in related field preferred

Two (2) years experience in a leadership role preferred

Detailed knowledge of assigned BCBSM department(s)/area(s) including all applicable policies, procedures and processes as preferred

Company

Emergent Holdings

Emergent Holdings’ elite team makes lives, companies and communities better! Emergent Holdings is driven by a singular goal — improving the health and safety of our customers and our communities.

Founded in 2000

Lansing, Michigan, USA

1001-5000 employees