APS Group Lead

APS Group Lead

The primary purpose of this position is to provide client support in the APS Department of ExamOne. This position acts as a direct liaison between insurance companies, brokers, third party administrators, insurance applicants and inter-company departments.

Pay range: $17.20+ per hour

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Best-in-class well-being programs
• Annual, no-cost health assessment program Blueprint for Wellness
• healthyMINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "MyDay" off
• FinFit financial coaching and services
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy-up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities
• and so much more!

Responsibilities

• Primary responsibility is to manage the daily workflow of the APS team and to ensure service expectations are consistently met.
• Act as an additional point of contact for employees needing assistance within the department.
• Provide coaching, training, and support to all APS teams.
• Utilize a variety of proprietary programs to review, research, and resolve issues with insurance applicant orders ranging from routine to escalated, and is responsible for responding to both internal and external customers via phone, email, and other electronic communication.
• Handle all customer inquiries via phone, email, and other electronic communication in a timely manner to effectively provide a high level of customer satisfaction.
• Adhere to department quality and responsiveness standards. Set the expectation for team members to follow and monitor their adherence.
• Ongoing responsibility for maximizing department productivity standards by monitoring service levels.
• Use established protocols for reporting client issues or concerns and maintain appropriate documentation of events for management review in all systems accessed.
• Responsible for analyzing and producing department /client specific reports and monitoring the status of applicant cases.
• Monitor and address quality service issues and provide feedback to staff on opportunities for improvement.
• Participate in client visits, conference calls, and other customer-related communications as required.
• Consult with department management for non-routine workflow changes in the absence of the team Supervisor.
• Cross-train in functions of multiple APS teams and provide coverage as required.
• Responsible for seamless transition when staffing or account changes are necessary.
• Responsible for conducting classroom training and coordinating staff training schedules.
• May assist IT with reporting and troubleshooting system issues, recommending and testing system enhancements.
• Train new hires and existing staff on all department components and conduct progression testing.
• Perform other duties as assigned to meet the business needs or customer requirements. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.

Qualifications

Required Work Experience:

• Three (3) to five (5) years of customer service experience.
• Minimum of two (2) years of APS Department experience and a recommendation from the management team.

Preferred Work Experience:

• Previous industry-specific experience.

Physical and Mental Requirements:

• Regularly required to communicate in person, by email, and on the telephone.
• Frequently required to sit, stand, walk, bend, stoop, crouch, and reach with hands and arms.
• Frequently required to use hands to finger, handle, or feel in order to operate a computer keyboard, office equipment, and other essential tasks.
• The normal performance of duties may require lifting and carrying objects: Objects 1 to 10 pounds are lifted and carried frequently; objects 11 to 25 pounds are lifted and carried infrequently.

Knowledge:

• Knowledge of life insurance industry workflow processes and/or terminology.
• Proficient with ExamOne proprietary systems.

Skills:

• Excellent interpersonal and communication skills (oral and written). Must be able to speak the English language clearly, professionally, and effectively communicate with clients, management, and peer group.
• Ability to work in a fast-paced environment handling multiple tasks (including working with phone & PC simultaneously).
• Excellent organizational and follow-through skills.
• Detail oriented and accurate with names and numbers.
• Strong problem-solving skills and independent decision-making abilities.
• Proven analytical skills.
• Establish and maintain positive and effective working relationships and exhibit comfortable interactions with sales, technical staff and other departments.
• Be able to work independently with little supervision.
• Proficiency in Microsoft Office (Word, Excel, Access, and Outlook).
• Accurate typing skills, 35 wpm minimum.
• Demonstrated leadership ability.

Education

• High School Diploma or Equivalent (Required)

About the Team

Quest Diagnostics honors our service members and encourages veterans to apply. While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume. Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.