**Covid-19 Update:** Magellan Health is taking the implications of the coronavirus (COVID-19) pandemic very seriously. The health and well-being of our colleagues, members, providers and customers is our top priority. To learn more about Magellans available resources and COVID-19, .

**Employees may be required to comply with federal, customer and/or company requirements to be fully vaccinated against COVID-19 (unless legally entitled to a disability or religious accommodation) or to submit to regular COVID testing as a condition of employment. If selected for an interview, your Talent Acquisition Consultant will discuss business and role-specific COVID-19 vaccination requirements and other safety protocols as applicable to the role for which you are applying.** **Lead Customer Care Associate**

Location Remote United States of America Category Customer Service Job Id R00000047423 JOB DESCRIPTION Must Reside in California

Supports the Operations Manager, servicing a specified set of customers. This position is the primary resource responsible for the coaching of Customer Care operations team members, and ensuring they follow appropriate guidelines and processes in delivering a high caliber, efficient level of service to members, providers and health plan representatives. The Lead supports a team environment which motivates staff to deliver operational excellence and strive for first call resolution.

* Serves as the primary resource for Customer Care team members and drives the highest level of performance on all nonclinical processes end to end.

* Assists with quality monitoring and provides constructive feedback.

* Mentors new staff and coaches staff on improvement plans.

* Collaborates with Manager and implements plans to ensure team achieves specific goals in support of client, team and overall operations goals. Be a champion for first call resolution strategy.

* Motivates and encourages team members to excel.

* Supports a team environment that contributes to a high degree of employee satisfaction and engagement.

* Assists with team incentives and fosters constructive interoffice team competition to motivate and reward performance excellence.

* With collaboration with Manager and Workforce Management Team, monitors team performance levels on an ongoing basis to ensure telephone and timeliness goals are achieved.

* Assists with calls and queues on an as needed basis.

* Assists with data collection and reporting of performance results for scorecards, SERP, shift bid, and other measurement tools.

* Reviews and analyzes daily metrics for staff to ensure compliance, identify trends, and implement action plans to address issues.

* Communicates process changes and new customer requirements to team members.

* Assists in modifying materials and providing training as needed to accommodate customer needs.

* Serves as the primary backup in the Manager's absence, providing direction and guidance to the team.

**Other Job Requirements**

**Responsibilities**

Must be flexible in scheduling and comfortable with change as customer service is an ever-changing environment.

Responsible for meeting call handling requirements and daily telephone standards as set forth by management.

Must agree to observing service for the purpose of training and quality control.

Must be a proficient typist (avg. 35 WPM) with strong written and verbal communication skills.

Must be able to maneuver through various computer platforms while verifying information on all calls.

Must be able to talk and type simultaneously.

3 years in a call center lead role, preferably in the health care industry.****General Job Information****

**Title**

Lead Customer Care Associate**Grade**

19**Work Experience - Required**

Customer Service**Work Experience - Preferred**

**Education - Required**

High School**Education - Preferred**

Associates**License and Certifications - Required**

****License and Certifications - Preferred****

Magellan Health, Inc. is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.

Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures.

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Location Wright Patterson AFB, Ohio, 45433 Category Federal Job Id R00000047628 Location Cheyenne, Wyoming, 82001 Category Clinical Services Job Id R00000047006 Location Rancho Cordova, California, 95670 Category Customer Service Job Id R00000047047 Responsibilities include answering incoming calls related to eligibility, benefits, claims and authorization of services from members or providers. Researches and articulately communicates information...

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