SIHO Insurance Services is Hiring a Member Services Team Lead Near Columbus, IN
Job Title: Member Services Team Lead Reports To: Manager of Member Services This is a non-exempt position with primary responsibility for leading the Member Services team in achieving production goals. Team Lead is responsible for responding to members and providers and serve as first point of contact for Member Services Representative’s questions. Brief Description Of Duties
Respond to incoming calls of members, prospective members, and providers
Assist members by solving issues relating to their health care coverage
Assist walk-in customers
Monitor phone queues for representatives’ status and for backlog of calls
Point person for questions and concerns from Representatives
Respond to escalated inquiries from members and providers
Research, document, and resolve routine and escalated inquiries
Responsible for creating scripting as needed
Refer issues or inquiries to appropriate source of authority
Complete special projects (including research) as assigned by Member Services Management
Assist Member Services Manager and Supervisor in establishing member services standards
Assist Member Services Manager and Supervisor in evaluating performance of Member Services team
Deliver accurate information to prospects/beneficiaries while maintaining quality and compliance standards
Education /Minimum Skills Requirement
Strong communication (oral and written) skills
Demonstrated problem solving and analytical skills
Ability to work at a self-directed pace in a changing, multi-task environment
Ability to provide leadership in a team environment
Professional appearance and presence
Ability to maintain strict confidentiality
Post-secondary education or two years experience in customer service in Healthcare or equivalent related experience
All positions are subject to change based on the needs of the business.