Member Experience Team Lead

The Opportunity

The Member Experience Team Lead provides day-to-day leadership and operational support to call center representatives, ensuring efficient workflows and exceptional service to members and providers. This role serves as a subject matter expert, assists with escalated issues, monitors performance, coaches agents, and delivers training to drive quality and compliance. The Team Lead plays a key role in fostering a positive team culture and achieving departmental service goals. Must be ability to work a standard 8-hour shift, both onsite and in a remote capacity between the hours 7am to 7pm CT. The Member Experience Team Lead will report to the Member Experience Manager.

What You Will Do

• Serve as the first point of contact for representatives needing assistance with complex inquiries or system issues.
• Provide real-time coaching and feedback to improve call handling and customer experience.
• Conduct routine coaching sessions with representatives.
• Create and deliver new-hire and ongoing training modules to ensure team competency. Maintain and update training materials to reflect process changes and compliance requirements.
• Review and audit agent interactions.
• Monitor call queues and ensure adherence to schedules and service level agreements (SLAs).
• Create and maintain agent schedules to optimize coverage and productivity.
• Handle escalated calls, complaints, and complex inquiries, partnering with internal departments for resolution.
• Recommend and implement process enhancements to improve efficiency and customer satisfaction.
• Maintain and enhance department Standard Operating Procedures (SOPs).
• Assist in tracking and reporting team performance metrics.
• Special duties as assigned.
  
  

Qualifications

What We Expect From You

• High school diploma required; Associate’s or Bachelor’s degree preferred.
• 1 year in a call center environment, preferably in healthcare.
• Prior experience as a senior representative or in a leadership role is a plus
• Strong communication and interpersonal skills.
• Proficiency in call center technology and CRM systems.
• Ability to work a standard 8-hour shift, Monday-Friday between the Call Center Operations hours of 7am-7pm CT.
• Ability to multitask and prioritize in a fast-paced environment.
  
  

We make healthcare EZ!

Additional Opportunity Details:

Target Base Compensation Range for this role is $23.00-$26.00/hr*

• Factors that may be used to determine your actual salary include your job specific skills, education, training, job location, number of years of experience related to this role and comparison to other employees already in this role.
  
  

Employee benefits are part of the competitive total rewards package that HealthEZ provides to you. Our comprehensive benefits program includes health benefits, retirement plan (401k), paid time away, paid leaves (including paid parental leave) and more.

HealthEZ recognizes its responsibilities under federal, state, and local laws requiring non-discriminatory employment practices. All employment decisions, practices and procedures will be carried out without regard to race, color, creed, religion, sex (including pregnancy), sexual orientation, national origin or ancestry, age, marital status, disability, family status, status with regard to public assistance, or any other characteristic protected under applicable local, state, and federal laws.

HealthEZ is an Equal Opportunity Employer