Introduction to blithequark
At blithequark, we are passionate about delivering exceptional customer experiences and fostering a culture of excellence within our teams. As a leader in our industry, we recognize the importance of having talented and dedicated professionals who can drive our mission forward. Our customer care team is at the heart of our operations, ensuring that our members, providers, and partners receive the highest level of service and support. We are now seeking an experienced Team Lead, Customer Care - Provider to join our dynamic team and contribute to our ongoing success.
Job Summary
The Team Lead, Customer Care - Provider will be responsible for leading and directing their team to achieve goals, regulatory compliance, and department standards. This is a critical role that requires strong leadership, coaching, and communication skills to motivate and develop team members, drive performance, and foster a positive and inclusive work environment. The successful candidate will have a proven track record of success in customer care, preferably in a healthcare or call center environment, and a deep understanding of the importance of delivering exceptional customer experiences.
Key Responsibilities
- Conduct regularly scheduled coaching conversations with team members, providing feedback and guidance to improve performance, and creating performance improvement plans when necessary
- Document coaching and development conversations in our HR system to ensure accurate records and tracking of team member progress
- Complete performance appraisals, writing corrective actions when needed, and providing recommendations for growth and development opportunities
- Lead monthly team meetings and huddles to inform, drive, and foster an environment of team building, and facilitate ongoing communications and feedback
- Analyze and leverage data to make informed recommendations, decisions, and improvements to team performance, identifying trends and opportunities for growth
- Monitor key operational performance indicators on a daily, weekly, and monthly basis to identify areas for improvement and develop action plans to address opportunities
- Identify processes, tools, systems, and behaviors that negatively impact efficiency and customer service results, and develop continuous improvement solutions to address these issues
- Build positive relationships and interactions with internal peers, leaders, and cross-functional partners through strong follow-through and communication
- Promote positive change management, facilitating timely resolution of member, provider, corporate, compliance, and other tasks requiring deadlines
- Implement, enforce, and support blithequark and departmental policies and procedures, maintaining a deep understanding of our business, new products, tools, processes, and industry developments
- Monitor and evaluate calls for quality, compliance, efficiency, and customer satisfaction purposes, actively participating in our internal quality program
- Conduct interviews and evaluate candidates for hiring purposes, contributing to the growth and development of our team
- Perform any other job duties as requested or assigned, demonstrating flexibility and a commitment to our team's success
Essential Qualifications
- High School Diploma or GED required
- Associate's Degree or equivalent years of relevant work experience preferred
- Minimum of three years of customer service experience, including at least one year in a call center environment
- Previous supervisory or leadership experience in a call center environment strongly preferred
Preferred Qualifications
- Familiarity with the healthcare field and knowledge of Medicaid or Medicare
- Intermediate proficiency level in MS Word, Excel, and PowerPoint
- Ability to communicate verbally and in written form with a variety of levels within the organization
- Ability to work independently and within a team environment
- Strong attention to detail, critical listening and thinking skills, and coaching and development skills
- Strategic management skills, proper grammar usage, time management skills, and conflict resolution skills
- Customer service-oriented, with leadership experience and skills, and critical listening and thinking skills
- Decision-making and problem-solving skills, with the ability to analyze data and make informed recommendations
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our team members. As a Team Lead, Customer Care - Provider, you will have access to a range of training and development opportunities, including leadership development programs, industry conferences, and workshops. You will also have the opportunity to work with a talented and experienced team, learning from their expertise and sharing your own knowledge and skills.
Work Environment and Company Culture
Our work environment is dynamic and fast-paced, with a focus on collaboration, innovation, and customer satisfaction. We pride ourselves on our inclusive and supportive culture, where every team member is valued and respected. At blithequark, you will be part of a team that is passionate about making a difference in the lives of our members, providers, and partners.
Compensation, Perks, and Benefits
We offer a competitive compensation package, with a salary range of $53,400.00 - $85,600.00, depending on experience and qualifications. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We also offer a comprehensive total rewards package, including health insurance, retirement savings, and paid time off.
Conclusion
If you are a motivated and experienced customer care professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Team Lead, Customer Care - Provider at blithequark, you will have the chance to make a real difference in the lives of our members, providers, and partners, while developing your skills and advancing your career. Don't miss out on this opportunity to join our dynamic team and contribute to our mission of delivering exceptional customer experiences.
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