Lead Customer Solution Center Service Representative > Type: Full-Time / Contract > Location: Los Angeles, CA

Job Description

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,

Skills