***Arizona candidates preferred***

The Customer Care Team Leader leads the customer care team and assists customers by phone and written communication. Responds to and resolve escalated issues and/or unique or complex requests from customers and team. Monitors the daily workloads of the team and adjusts to ensure adequate coverage and the correct procedures are followed. Identifies system/workflow improvements and trends to enhance the team’s accuracy and efficiency. Provides team support through guiding, coaching, and leading the Domestic Customer Care Team. Under the direction of the Customer Care Supervisor, the Team Lead will be the point of contact for all team members.

Responsibilities:

• Answer incoming/outgoing calls as needed.
• Monitor team workload and adjust when necessary for optimal Customer Service.
• Resolve escalated customer issues.
• Listen to calls for quality review.
• Email and Queue management – a constant flow of urgent tasks.
• Assist team with questions.
• Assist with guiding, coaching, and providing one one-on-one training to the team.
• Assisting with medical necessity reviews is the main point of contact for the team.
• Work with subject matter experts to assist with creating and maintaining training materials (including presentations, job aids, handouts, web conferences, and e-learning).
• Assess training needs and provide feedback resulting from trending team topics, quality reviews, and/or new personnel.
• Suggest new procedures and edits to existing procedures to improve customer service.
• Collaborate with team members both in and out of the department.
• Other projects, tasks, and responsibilities as needed.
• Maintain CAC certification.

• 2 years of Customer Service experience.
• Basic computer skills.
• Exceptional verbal and written communication skills.
• Exceptional time management skills.
• Ability to multi-task.
• Ability to de-escalate difficult calls.
• Knowledge of Healthcare and/or medical billing, medical transportation processes, Medical and insurance terminology, HIPAA requirements, Proficiency in an Accounts Receivable Billing System, and Internet tools.
• Type 45 wpm.

Benefits:

Integra Connect, LLC provides a comprehensive benefits plan.

• Medical/Dental/Vision Insurance beginning the 1st of the month following your date of hire
• Paid Time Off
• 401k with employer match
• Paid Holidays and Floating Holiday

Equal Opportunity Employer

Please note that the deadline for submitting applications is April 19, 2024. All applications must be received by this date to be considered.

Important Notice:

At Integra Connect, we are committed to providing a safe and secure environment for our job applicants. Unfortunately, scammers may attempt to impersonate our company to deceive individuals seeking employment. We take this matter seriously and want to ensure your job search with us is free from any fraudulent activity.

Integra Connect has become aware of recent, fraudulent recruitment activity being conducted by individuals or groups who claim to be third party recruiters and/or points of contact for our Company. Examples include sending candidates a request for personal information, conducting online interviews or meetings, making offers of employment, demanding money for employment related services and activities, or asking the applicant to purchase a laptop or other work-related equipment for the job. The aim of the fraud is to obtain personally identifying information (e.g., identity theft) and/or money. The Company’s name, as well as the names of employees, are used to try to convey authenticity.

Here are some tips to help you identify and avoid job scams:

1. Always Check the Source:

Ensure that the job listing is on our official website or a reputable job board. Our official domain is https://www.integraconnect.com/resources/careers/. Be cautious of unsolicited emails, text messages, or social media messages offering job opportunities.

2. Be Wary of Requests for Personal Information:

We will never request sensitive personal information like your Social Security number, bank details, or payment for onboarding/equipment. If you encounter such requests, it's likely a scam.

3. Verify Contact Information:

Check that the contact information provided in the job posting, including email addresses and phone numbers, aligns with our official contact information. Scammers often use generic or non-company email addresses.

• What is the sender’s email address? Is it consistent with other job postings from this company? Email addresses that are slightly different from any business’s primary contact information (“Jane.Doe@IntegraConnect.org” vs “John.Doe@Integra Connect.com”) are a common warning sign.
• If you are contacted through LinkedIn, be sure to review the entire profile to verify their credentials.

If you suspect that a job offer is fraudulent, we recommend that you do not respond to it.

If you believe you are the victim of any fraudulent activity, you can report it to the appropriate authorities at https://www.myfloridalegal.com/consumer-protection/how-to-protect-yourself-job-listing-and-job-search-firms (Florida Department of State) and/or https://consumer.ftc.gov/articles/job-scams#report (U.S. Federal Trade Commission).

Integra Connect is not responsible for any fraudulent offers and advises prospective candidates to follow the guidance provided above.

Thank you for your interest in a career with Integra Connect. We look forward to connecting with genuine, talented individuals like you.