Lead customer solution center service representative type full time contract location los angeles ca

Company Profile esrhealthcare.com.mysmartjobboard.com Lead Customer Solution Center Service Representative Type: Full-Time / Contract Location: Los Angeles, CA (Remote) Job Summary The Lead Customer Solution Center Service Representative is responsible for the development of a successful and cohesive Call Center unit, with a high level of productivity to achieve the department s overall performance metrics, and to meet and/or exceed member satisfaction. Assist Call Center Supervisors with the supervision of Member Services Representatives by closely monitoring performance, which includes but not limited to: coaching, mentoring, motivating, counseling, etc. to ensure they are providing optimal customer services and meeting and/or exceeding department goals. Duties * The leadership of day to day activities of Member Services Representatives, including but not limited to: Providing direction. * Monitoring of staff performance including attendance. Handling all questions/issues raised by staff. Recommending process improvement processes. * Preparing and analyzing call center statistical reports. * Monitoring/Adjusting of skill-sets for consistency. * Ensuring quantity/quality is met for overtime. * Handle escalated calls. Back-up to calls as needed. * Assist Supervisor to ensure that Representatives provide accurate, timely and quality service to our members/providers. * Ensure that all departmental policies, procedures and standards are being met, as well as the organization s mission. Assist Supervisor to ensure that deviations in performance are identified in advance and process changes are made to redirect performance to acceptable levels. * Assist Supervisor to ensure that we provide accurate, timely and professionally written, statistical and verbal reports to management for historical, current status and forecasting purposes. * Assist Supervisor in reviewing the Representatives overall quality accuracy. (40%) Trains and motivates staff. * Ensures appropriate service standards are developed and maintained. (5%) Work with training staff to ensure that training practices support staffing and performance standards, takes responsibility for identifying on-going training needs and integrating training and performance expectations as well as work closely with Supervisors to create and/or modify Desk top procedures. * (5%) Work closely with management to review performance and quality standards on an ongoing basis and to assist with development and implementation incentive programs. * As well as motivational programs needed to achieve service standards. (10%) Ensures that front line service personnel are capturing information and providing feedback to Supervisors that will enable L.A. Care to improve its product and internal process. (10%) Represents the Department when requested at meetings. * Assist Supervisor with meetings and provides necessary feedback when requested. (5%) Ensure department remains in compliant with HIPAA regulations relating to protected health information (PHI). (10%) Maintains attendance expectations. * (5%) Perform other duties as assigned. (10%) Education Required High School Diploma/or High School Equivalency Certificate Education Preferred Associate s Degree Experience Required: At least 0-2 years of customer service experience with 06 mths-1 year lead experience in a health plan/ healthcare customer service call center environment. Preferred: Experience in working with the disadvantage population, Covered California, and Cal MediConnect. Skills Required: Must have knowledge in direct line of business. Must know Medical Terminology. Must have excellent written and verbal communication skills. Strong analytical, coaching/mentoring skills, team building. Ability to work effectively with diverse team members. Must also have the ability to troubleshoot problem areas and recommend effective alternative solutions to handle irate callers, and provide optimal customer service for internal and external customers. Must be flexible with time and be able to work overtime including weekends. Must be able to multitask and to streamline day to day operations, policies and procedures. Must have advance PC skills including Excel and Access. _If you are qualified, available, interested or planning to make a change or know about a friend in your network who might have the required qualifications and interest, Powered by Webbtree