What are the responsibilities and job description for the Member Service, Team Lead position at Enhance Health?
Job description
At Enhance Health we partner with top insurers to help clients find essential health coverage all 50 states. We provide individuals, families Medicare options including Medicare Advantage, Medicare Supplement Insurance, and ACA Plans.
We are experts in the health insurance market and define our outstanding performance. Our team gives their best to match our clients' needs. We are proud of helping thousands of Americans to find peace of mind and economic stability. Even though many things have changed throughout the decades, one thing remains the same: We are the key to finding the right health plan for our clients and customers.
Job Summary
Enhance Health is a fast-growing company seeking top management team. If you enjoy working in a fast-paced environment and want to be part of a team with a purpose, Enhance Health may be the perfect fit for you.
We are seeking an experienced Member Services Team Lead to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.
Responsibilities
- Improve customer service experience, create engaged customers and facilitate organic growth
- Take ownership of customers issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Must adjust and adapt to all aspects of the business in every changing work environment, while monitoring performance goals, productivity, adherence, quality, sales and attendance through coaching and counseling of CSRs and Sales team, while ensuring compliance to all company policies
- Develop service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Analyze statistics and compile accurate reports
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of healthcare industry’s developments and apply best practices to areas of improvement
- Control resources and utilize assets to achieve qualitative and quantitative targets
- Maintain an orderly workflow according to priorities
Requirements and skills
- Proven working experience as a Customer Service Leader in a healthcare environment
- Experience in providing customer service support
- Excellent knowledge of management methods and techniques
- Proficiency in English
- Working knowledge of customer service software, databases and tools
