Mass General Brigham · 1 day ago
Customer Service Team Lead, Medicare Advantage
United States
Full-time
Remote
Mid Level
$25/hr - $35.77/hr
3+ years expMass General Brigham is a not-for-profit organization that focuses on advancing patient care, research, teaching, and community service. They are seeking a Customer Service Team Lead to oversee customer service representatives, manage team performance, and ensure high-quality customer service delivery. The role involves leading the team, handling escalated inquiries, and implementing quality control measures.
Health CareHome Health CareMedical
Responsibilities
Lead and supervise a team of customer service representatives, providing direction, guidance, and support
Handle escalated customer inquiries, complaints, or complex issues that require a higher level of expertise
Identify training needs and provide coaching or training sessions to enhance the skills and knowledge of team members
Provide regular feedback to team members, recognize achievements, and address performance issues in a timely and constructive manner
Implement and enforce quality control measures to ensure consistent and excellent customer service
Continuously evaluate customer service processes and identify opportunities for improvement
Handle escalated customer issues that cannot be resolved by customer service representatives
Qualification
Required
Some High School Completed
Customer Service Experience 3-5 years
Leadership/Supervisory Experience 1-2 years
Familiarity with customer service best practices, techniques, and standards is essential
Ability to motivate and inspire a team, delegate tasks, provide guidance and support, and resolve conflicts
Excellent verbal and written communication skills
Strong problem-solving skills to address customer inquiries, complaints, and complex issues
Strong interpersonal skills, including the ability to establish rapport, resolve conflicts, and maintain professional relationships
Excellent organizational skills to manage multiple tasks, prioritize responsibilities, and meet deadlines
M-F, 9:00 AM - 6:00 PM or 11:30 AM - 8:00 PM Eastern Business hours required for remote role
Quiet, secure, stable, compliant work station required
Preferred
Bachelor's Degree Related Field of Study
Benefits
Comprehensive benefits
Career advancement opportunities
Differentials
Premiums and bonuses
Recognition programs designed to celebrate your contributions and support your professional growth
Company
Mass General Brigham
Mass General Brigham specializes in providing medical treatments and health diagnostics services.
10001+ employees
H1B Sponsorship
Mass General Brigham 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
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Trends of Total Sponsorships
2025 (77)
2024 (61)
2023 (93)
2022 (70)
2021 (80)
2020 (29)
Funding
Current Stage
Late StageLeadership Team
E
Erin Flanigan
SVP, Human Resources, Community, Specialty Hospital Division
O’Neil A. Britton
Chief Integration Officer, Executive Vice President
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