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The Customer Service Team Leader for Medicare Advantage acts as a Subject Matter Expert within his/her team supporting the corresponding team Supervisor and members of the team by answering complex product-related claims, benefit and other questions from customers that front line Medicare Advantage Customer Service Professionals (CSPs) are unable to answer, also in handling supervisor-level customer escalations on behalf of the management team as needed.
This includes guiding Medicare Advantage Customer Service Professionals through calls and complex service delivery questions, supporting, coaching and mentoring via the delivery of feedback to their team's CSPs and the respective Supervisor. This also includes assisting with side-by-side training of junior professionals, performing or coordinating customer exceptions and one-time accommodations, as well as facilitating timely resolution of customer issues with internal and external constituent when warranted. Collaborates with Medicare Advantage leadership to help identify and develop departmental efficiencies.
In this role, this individual is also responsible for monitoring the inventory of pending customer requests specific to his/her team and contributing to the overall performance of the team specific to call handling and other metrics.
He/She acts as an informal leader focused on his/her own growth and development in this leadership capacity as well as contributing to that of his/her designated team.
Responsibilities:
Basic Requirements:
Minimum 1 year MGBHP Customer Service
Job knowledge consistent with Member CSPs and Provider CSPs
Products Training - all lines of business
Excellent proficiency with all relevant systems
Claim experience - Member Claims & Provider Claims
Preferred Qualifications:
Respects the talent and unique contribution of every individual, culture and ethnic group and treats all people in a fair and equitable manner.
Exercises self-awareness; monitors impact on others; is receptive to and seeks out feedback; uses self-discipline to adjust to feedback.
Demonstrated adherence to MGBHP attendance policy
Demonstrates MGBHP Core Values of Service Excellence, Quality Care, Diversity, Responsibility and Relationships
Accountable for delivering high quality work
Cannot be on any performance management plan
Quality monthly scores must exceed 90% on a consistent basis
Consistent adherence to the department's call handling expectations and metrics
Strong attention to detail
Able to safeguard customers' privacy and confidentiality
Excellent multi-tasking, organizational and time management skills
Outstanding telephone soft skills - voice, tone, courtesy
Strong communication and listening skills
Able to adapt and/or thrive in high stress, fast paced environments
Outstanding customer service skills, specifically the ability to handle irate customers and appropriately defuse a sensitive situation
Adaptable, flexible, dependable
Excellent problem-solving skills and proven productivity
Strong interpersonal, influencing and negotiating skills
Proven record of delivering quality work
Ability to work in a team environment
Schedule: Full-time Time of Day: Standard Hours: 40 Shift: Day JobFull Time
Hospital
$67k-86k (estimate)
04/28/2024
06/27/2024
massgeneralbrigham.org
MEDWAY, MA
>50,000
1994
$10B - $50B
Hospital
Mass General Brigham is an integrated academic health care system, uniting great minds to solve the hardest problems in medicine for our communities and the world. Mass General Brigham connects a full continuum of care across a system of academic medical centers, community and specialty hospitals, a health insurance plan, physician networks, community health centers, home care, and long-term care services. Mass General Brigham is a nonprofit organization that is committed to patient care, research, teaching, and service to the community. In addition, Mass General Brigham is one of the nations ...
leading biomedical research organizations and a principal teaching affiliate of Harvard Medical School.
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