Healthfirst

The Team Lead, Contact Center Operations (CCO) ensures members and/or providers receive an exceptional customer experience by leading a team within our traditional and/or Omni-channel contact center environment. The CCO Team Lead coaches, develops, and supports frontline CCO team members, oversees their daily activities and assignments, and handles escalated issues from members/providers. This individual utilizes actionable data to evaluate and improve performance results, while understanding, addressing and resolving difficult situations. The incumbent maintains the Healthfirst culture and drives improvement to ensure the best possible customer experience, for our North Star Members and the Providers who service them.

Duties and Responsibilities

·       Leads and directs teams and functions related to servicing our members and/or providers. May include but is not limited to inbound/outbound calls/emails/chats, onsite/remote/virtual/field location, onshore/offshore, on behalf of CCO.

·       Ensures KPIs including but not limited to quality, productivity, and dependability requirements, are met or exceeded through direct leadership, coaching and guidance.  Provides team status reports to management on all assigned activities.

·       Identifies potential quality and performance issues, and take proactive measures for corrective performance improvement

·       Complies with HIPAA requirements and maintains Protected Health Information (PHI) confidentiality of member, provider, medical and departmental information.  Ensures adherence to local, state, federal and Healthfirst specific compliance and regulatory guidelines.

·       Communicates departmental and company practices and procedures to ensure compliance and comprehensive understanding of priorities, expectations, and general departmental/corporate communication(s) to improve overall customer experience levels/KPIs/general Healthfirst knowledge.

·       Coaches and provides career development to teams on a regular basis.

·       Actively participates in employee selection, promotions, staffing assignments, retention, and engagement efforts.

·       Builds sustainable relationships of trust through open and interactive communication with internal and external customers.

·       Works a flexible schedule including a late shift, weekends, and/or holidays (with limited notice at times), and as needed during unforeseen business disruptions.

·       Additional duties as required.

Minimum Qualifications:

• High School Diploma or GED from an accredited institution.
• Leadership experience in managing, coaching, and developing employees. 
• Experience participating in and/or leading cross-functional projects and departmental initiatives as subject matter expert for customer/client interaction and customer service.
• Working experience in a fast-paced environment overseeing multiple tasks and supporting multiple team members. 
• Proficient in Microsoft Office Suite applications including Excel, Word, and Outlook.  Working knowledge of Microsoft Office Power Point.
• Proven track record of exercising independent thinking, problem solving and achieving goals.

Preferred Qualifications:

• Associate’s and/or Bachelor’s Degree from an accredited institution
• Prior management experience in a customer service environment
• Knowledge and experience with a traditional and/or omnichannel contact center with emphasis in the healthcare industry, may include but not limited to KPIs, CMS/NYSOH requirements (including CMS STARS programs) and call center operations in general.
• Basic knowledge of operational health plan departments and functionality.
• Intermediate knowledge and/or implementation experience of contact center systems and technologies, such as ACD, WFM, IVR, and Customer Relationship Management (CRM) solutions.
• Experience working with and basic knowledge of systems such as Interactive Intelligent CIC Suite and Verint 360 Platforms.
• Experience using project tracking, testing and requirement tools (i.e., MS Project, SharePoint, or any other time management system)
• Experience with MS Excel functions that include creating standardized reports, utilizing VLOOKUP’s, pivot tables, filtering, and formulas to generate desired results.
• Excellent verbal and written communication and the ability to document grammatically correct emails, communications, and presentations.
• Ability to multi-task, prioritize, and manage time effectively to accomplish priorities.

Compliance & Regulatory Responsibilities: See Above

License/Certification: N/A

Hiring Range*:

• Greater New York City Area (NY, NJ, CT residents): $57,408 - $76,960

• All Other Locations (within approved locations): $49,795 - $72,800

As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.

In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.

*The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.