UST HealthProof · 14 hours ago
Call Center Team Lead
United States
Full-time
Remote
Mid, Senior Level
$44K/yr - $50K/yr
3+ years exp
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Responsibilities
Be responsible for directly managing a staff of 12-20 associates
Be responsible for day-to-day interaction with client organization to help run a high-quality Call Center operation
Collaborate with the client in creating Call Center reports (inventory, production, productivity, priority and forecasting) to meet and exceed all production Service Level Agreements (SLA)
Collaborate with client and Audit team to understand and establish a robust Quality program – to measure, analyze, root cause analysis and take and take Corrective Actions as needed
Ensure setting smart goals for teams and provide regular feedback, appraisal and coaching to ensure performance
Be responsible for managing personnel matters like attendance, holidays, PTO, sick days, approve hours for payroll, shift timings etc. with the prime objective of meeting and exceeding customer deliverables
Collaborate with Subject Matter Experts (SMEs) to ensure that Standard Operating Procedures (SOPs) are adequate for the needs of the operations teams, review them periodically for updates and enhancements and ensure version control and client approvals
Conduct call listening and assess the call based on quality forms provided
Ensure that information provided during the call done by the agents are accurate
Timely and accurate completion of standard and advanced quality forms, reports and analysis
Complete ad hoc reports as requested
Adhere to call audit targets
Attend and participate in quality calibration session
Provide immediate education, report error trends and propose action plans to mitigate errors, as needed
Take call, as required
Qualification
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Required
3-5+ years of Healthcare operations experience, out of which 2+ years in supervisory role
Excellent comprehension and communication skill (verbal and written) within the organization and with clients
High proficiency in using MS Excel and PowerPoint
Good understanding and ability to analyze Call Center data and report, SLA, KPI, operations report and present findings in a structured way
Excellent People skill – ability to build and motivate a large operations team of up-to 20 associates
Some ability to train and guide the teams thru changes in processes and operating instruction
The ability to adapt quickly to a fast-paced environment
Excellent written and oral communication skills
Ability to coach the team to reach their full potential
Ability to gel with the team well and build a self-organized and highly energetic team
Requires a flexibility to schedule worked up to and including 8am to 9pm eastern standard time, 7 days a week depending on client seasonality.
Preferred
Some background in administration and preferably some experience in healthcare including but not limited to medical coding, transcription, doctor’s office, billing, account receivable on Call Center processing experience preferred
Some experience in outsourcing operations or service industry preferred
Benefits
Full-time, regular employees accrue up to 16 days of paid vacation per year
Receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year)
10 paid holidays
Eligible for paid bereavement leave
Eligible to participate in the Company’s 401(k) Retirement Plan with employer matching
Eligible for medical, dental, and vision insurance
Basic life insurance
Accidental death and disability insurance
Short- and long-term disability benefits
May purchase additional voluntary short-term disability benefits
Participate in a Health Savings Account (HSA)
Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses
Potential for quarterly incentive-based bonuses and or commissions depending on role
Company
UST HealthProof
We are a trusted partner for health plans, offering an integrated ecosystem for health plan operations.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Kevin Adams
Chief Executive Officer
Beth Maxwell
VP Product Delivery and Partnerships
Company data provided by crunchbase
