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CareSource · 1 day ago

Team Lead, Customer Care

United States

Full-time

Remote

Mid, Senior Level

$54K/yr - $87K/yr

3+ years exp

CareSource is a healthcare management services company, and they are seeking a Team Lead for their Customer Care department. The role involves leading a team to meet performance goals and compliance standards while ensuring effective customer service and team development.

Health CareMedicalNon Profit

Comp. & Benefits

H1B Sponsor Likely

Responsibilities

Conduct regularly scheduled coaching conversations; listening and providing feedback for improved performance, and when applicable, create performance improvement plans

Properly document coaching and development conversations in HR system

Complete performance appraisals; write appropriate corrective actions, when needed

Conduct monthly team meetings and huddles to inform, drive, and foster an environment of team building and allow for ongoing communications

Analyze and leverage data to make recommendations, decisions and improve team performance

Monitor key operational performance indicators on a daily, weekly, monthly basis to identify key trends and develop action plans that address opportunities

Identify processes, tools, systems, and behaviors that cause negative impact on efficiency and customer service results, leading to continuous improvement solutions

Build positive relationships and interactions with internal peers, leaders, and cross functional partners through strong follow through and communication

Promote positive change management

Facilitate timely resolution of member, provider, corporate, compliance, and any other tasks requiring deadlines

Implement, enforce, and support company and departmental policies and procedures

Maintain a deep understanding and stay informed on business, new product, tools, processes, etc

Monitor and evaluate calls for quality, compliance, efficiency, and customer satisfaction purposes; actively participate in the internal quality program

Conduct interviews and evaluate candidates for hiring purposes

Performs any other job related duties as requested

Qualification

Customer service experienceLeadership experienceMS WordExcelPowerPointHealthcare knowledgeCoaching skillsCritical thinkingTime managementConflict resolutionCommunication skillsDecision making

Required

High School or GED required

Three (3) years of customer service experience, to include a minimum of one (1) year in a call center environment required

Intermediate proficiency level in MS Word, Excel and PowerPoint

Ability to communicate verbally and in written form with a variety of levels within organization

Ability to work independently and within a team environment

Attention to detail

Critical listening and thinking skills

Coaching and development skills

Strategic management skills

Proper grammar usage

Time management skills

Conflict resolution skills

Customer service oriented

Leadership experience and skills

Decision making/problem solving skills

Preferred

Associates preferred

Previous supervisory/leadership experience in a call center environment is strongly preferred

Familiarity of the healthcare field and knowledge of Medicaid or Medicare is preferred

Benefits

You may qualify for a bonus tied to company and individual performance.

Substantial and comprehensive total rewards package.

Company

CareSource

Glassdoor3.8

CareSource provides managed care services to Medicaid beneficiaries.

Founded in 1989

Dayton, Ohio, USA

1001-5000 employees

https://www.caresource.com/

H1B Sponsorship

CareSource has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (30)

2024 (39)

2023 (35)

2022 (21)

2021 (37)

2020 (28)