GeoBlue · 21 hours ago
Team Lead - Overseas Assistance Center
King of Prussia, PA, US
Full-time
Hybrid
Mid Level
$27.04/hr - $27.04/hrGeoBlue is seeking a Team Lead for their Overseas Assistance Center to balance direct customer support with team coordination. This role involves managing the team, assisting management in providing quality service, and acting as a subject matter expert to resolve issues effectively.
Insurance
Responsibilities
Act as escalation point to team members regarding member issues and concerns
Work at the guidance of, and in tandem with, Overseas Assistance Center (OAC) Management to ensure all inquiries are answered in a timely, efficient, and knowledgeable manner along with overseeing and managing assistance services
Master complex queues, calls, cases, and tasks, including accepting and addressing escalated calls/requests
Demonstrate proficiency in coordinating emergency ground or air transportation as recommended by the medical team, as needed, to provide appropriate urgent care to patients
Follow established protocols as defined in the Overseas Assistance Center Procedure Manual and/or Special Operating Procedures
Work with the OAC Management team to identify and deliver positive change and efficiencies
Escalate any appropriate issues to senior management
May participate in, and/or lead, departmental and interdepartmental workgroups and/or projects
Support with call and email inventory as needed
May participate in new hire interviews
Work closely with the OAC team members by motivating, mentoring, and coaching them
Other duties as assigned
Qualification
Required
Bachelor's degree and/or equivalent experience
Excellent verbal and written communication skills
Exhibit problem solving and conflict resolution skills
Excellent organizational skills and the ability to multi-task within a fast-paced service center environment
Ability to manage complex client issues successfully and independently on a time-sensitive basis
Demonstrate personal ownership of tasks and follow through to get desired results
Attend, and at times, conduct scheduled team meetings
Ability to work on holidays and/or after scheduled work hours; schedule flexibility is necessary in this position (the Overseas Assistance Center is a 24/7/365 department)
Employee is required to have at minimum an internet speed of 75 Mbps (standard high-speed internet access)
Preferred
Multi-lingual skills preferred
Company
GeoBlue
GeoBlue is now Blue Cross Blue Shield Global Solutions! Be sure to follow us on our new page at BCBS Global Solutions.
Founded in 1997
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Angela Cordisco
Senior Talent Discovery Partner
Carlos Perez
Chief transformational officer
Recent News
2025-08-19
Morningstar.com
2025-04-04
Company data provided by crunchbase