Service Solution Team Lead

: Summary Under the guidance of the Service Solutions Manager, the Service Solution Team Lead provides direction to a call center team. Duties and Responsibilities

• Assists in running ad-hoc reports to providing to leadership.
• Conduct training sessions to assist in the development of the service solutions team.
• Works closely with team member to resolve member issues which may arise.
• Answer telephone promptly and ensure calls are identified and categorized to forward to appropriate area within office timely and efficiently.
• Demonstrate proper telephone etiquette when receiving, transferring, and placing calls on hold. Holding times are to be kept to a minimum.
• Verify insurance information, collect referrals and authorizations, and/or other forms as documented.
• Ensure the accuracy of patient scheduling, documentation, and follow-ups.
• Repeat key information when writing down messages.
• Maintain and restore customer satisfaction and partner with other teams as needed.
• Perform problem analysis, problem determination, and recommended resolutions to the callers.
• Perform other duties as assigned.

Qualifications / Education / Licenses

• High school diploma or equivalent.
• Minimum of 2 years of customer service, call center experience.
• At least 1-3 years' experience in a healthcare setting preferred.
• Bilingual in English and Spanish preferred.