What are the responsibilities and job description for the Contact Center Lead position at Automated Health Systems?
GENERAL FUNCTION:
The Lead Customer Service Representative will assist and provide oversight for the Contact Center Supervisor in the day-to-day operations of the Florida Unified Operations Project by providing leadership and “on-the-floor” support and mentoring to the Customer Service Representatives. This position participates in on-the-job training for the CSR in conjunction with the Contact Center Supervisor. This position coordinates with the Contact Center Supervisor on the required training and follow-up of staff based on quality assurance monitoring results. The Lead Customer Service Representative works closely with the Contact Center Supervisor to support and assist the CSRs by handling escalated calls and complaints for follow-up and/or resolution while assuring that the CSRs appropriately process enrollment, change, and disenrollment requests. This position will perform all the duties of the CSR while also mentoring less experienced CSRs and maintaining high quality customer service standards (i.e., treats and handles all calls with respect and dignity, listens carefully, maintains confidentiality, and provides education). This position is based in the Tallahassee-area office and reports to the Contact Center Supervisor.
SPECIFICATIONS:
Knowledge – Associate Degree in related field or equivalent training or experience required. Requires thorough understanding of Florida Medicaid, AHCA policies and managed care.
Skills/Abilities - Requires organizational, call center management and telephony skills. Must possess excellent communication (i.e., written and verbal) skills and have the ability to work with a broad range of customers while maintaining cultural sensitivity and confidentiality. Professional phone manner and knowledge of HealthTrack, and a strong PC proficiency including CMS monitoring are required. Demonstrated ability to handle escalated calls and sensitive inquiries from AHCA and the general public a must. Must possess demonstrated conflict resolution skills. Ability to participate in and assume responsibility for on-the-job training. Bilingual language skills are a plus.
Experience - Minimum of two years’ experience in a direct lead or supervisory position with a strong call center customer service background or prior experience as a Customer Service Representative required. Background/training in health-related field/managed care industry preferred.
Exertional Level - Light work - some sitting, standing, walking, lifting, reaching, squatting, and kneeling is required occasionally.
Job Type: Full-time
Pay: $16.00 - $18.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Work Location: In person
Salary : $16 - $18