Customer Solutions Expert Lead - CSC Phone

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Job description

Overview

As a Lead and subject matter expert (SME), you will field questions from staff, provide appropriate issue resolution and escalation when needed, and assign work/direct workflows for staff. You will assist the Supervisor/Manager with coaching, on-the-job training, monitoring work, mentoring new associates and driving results. This position may also serve as a back-up in production. You will also work with other departments to identify areas of opportunity/performance improvement and recommend solutions.

Responsibilities

In this role you will:
Act as First point of contact for escalated calls and requests
Assign work to team members
Maintain daily board updates-metrics and messages
Monitor and/or complete production, as applicable
Manage payer, provider and patient complaint resolution
Work with supervisors and staff employees to drive efficient call volume activity and management.
Work with supervisors to create efficient work plans and daily assignments.
Support cross-functional process improvement efforts.
Perform other duties as required or assigned.

SECONDARY RESPONSIBILITIES

Promote staff reliability
Encourage frequent communication among all staff members
Enter information into CART system
Assist with projects/spreadsheets - across all operations
Act as a resource for Customer Service Representatives, line staff-research process issues
Monitor sensitive State Reports
Develop and administer operational policy.

Qualifications

You should reach out if you have:

High School Diploma or the equivalent
1 year of experience in an Operations/Production role.
Basic computer skills including data entry with speed and accuracy is required.
Knowledge of various systems and processes, business protocols and regulatory compliance.
Able to manage and prioritize multiple tasks.
Must be detail oriented, be responsive, problem-solve difficult situations with internal and external customers and with process and/or systems issues.

What we offer:

Full range of benefits including Health, Dental and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match.
Monthly Incentive / Profit Sharing, generous PTO, 401K Savings Plan, Paid Parental Leave, free on-demand Virtual Fitness Training and more.
Advancement opportunities, professional skills training, and tuition Reimbursement
Great culture with a sense of community.

CareCentrix maintains a drug-free workplace.

We are an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law.

PI