Job Description
At arenaflex, we're dedicated to delivering exceptional customer experiences and fostering a culture of excellence within our teams. As a seasoned Team Lead/ Customer Care - Provider, you'll play a pivotal role in leading our customer care team to achieve outstanding results, drive growth, and promote a positive work environment. If you're a results-driven leader with a passion for customer satisfaction and team development, we invite you to join our dynamic team and embark on a rewarding career journey. **About arenaflex** arenaflex is a leading provider of innovative healthcare solutions, committed to empowering individuals and communities to achieve better health outcomes. Our mission is to deliver exceptional customer experiences, foster a culture of excellence, and drive growth through strategic partnerships and collaborations. As a Team Lead/ Customer Care - Provider, you'll be part of a talented team that shares our passion for customer satisfaction, team development, and innovation. **Key Responsibilities** As a Team Lead/ Customer Care - Provider, your primary responsibilities will include: * **Coaching and Development**: Conduct regular coaching conversations with team members to enhance their performance, provide feedback, and create performance improvement plans when necessary. * **Performance Management**: Complete performance appraisals, write corrective actions when needed, and maintain accurate records in our HR system. * **Team Meetings and Huddles**: Facilitate monthly team meetings and huddles to foster a culture of team building, encourage open communication, and drive collaboration. * **Data Analysis**: Analyze key performance indicators (KPIs) to identify trends, develop action plans, and drive continuous improvement. * **Process Improvement**: Identify and address processes, tools, and behaviors that impact efficiency and customer service results, leading to innovative solutions. * **Relationship Building**: Develop and maintain positive relationships with internal peers, leaders, and cross-functional partners through effective communication and follow-through. * **Change Management**: Promote positive change management and facilitate timely resolution of member, provider, corporate, and compliance-related tasks. * **Policy Enforcement**: Implement, enforce, and support company and departmental policies and procedures. * **Quality Monitoring**: Monitor and evaluate calls for quality, compliance, efficiency, and customer satisfaction purposes, actively participating in our internal quality program. * **Hiring and Recruitment**: Conduct interviews and evaluate candidates for hiring purposes. * **Additional Responsibilities**: Perform other job duties as requested or assigned by management. **Education and Experience** To succeed in this role, you'll need: * **High School Diploma or GED**: Required * **Associates Degree or Equivalent**: Preferred * **Minimum 3 Years of Customer Service Experience**: Required, including at least 1 year in a call center environment * **Previous Supervisory/Leadership Experience**: Strongly preferred in a call center environment **Competencies, Knowledge, and Skills** As a Team Lead/ Customer Care - Provider, you'll possess: * **Intermediate Proficiency in MS Office**: Word, Excel, and PowerPoint * **Effective Communication**: Verbal and written communication skills with various levels within the organization * **Independence and Teamwork**: Ability to work independently and within a team environment * **Healthcare Knowledge**: Familiarity with the healthcare field and knowledge of Medicaid or Medicare (preferred) * **Attention to Detail**: Strong attention to detail and critical listening skills * **Coaching and Development**: Coaching and development skills, including strategic management and decision-making/problem-solving skills * **Leadership Experience**: Leadership experience and skills, including conflict resolution and customer service orientation **Licensure and Certification** No specific licensure or certification is required for this role. **Working Conditions** As a Team Lead/ Customer Care - Provider, you'll work in a general office environment, with occasional requirements to sit or stand for extended periods. **Compensation and Benefits** arenaflex offers a competitive salary range of $53,400.00 - $85,600.00, based on a combination of education, training, and experience. You may also qualify for a bonus tied to company and individual performance. Our comprehensive total rewards package includes: * **Base Compensation**: Salary * **Bonus**: Tied to company and individual performance * **Total Rewards Package**: Substantial and comprehensive benefits for your total well-being **Organization Level Competencies** As a Team Lead/ Customer Care - Provider, you'll demonstrate the following organization level competencies: * **Create an Inclusive Environment**: Foster a culture of inclusivity and respect * **Cultivate Partnerships**: Develop and maintain positive relationships with internal peers, leaders, and cross-functional partners * **Develop Self and Others**: Coach and develop team members to enhance their performance * **Drive Execution**: Drive results and achieve outstanding performance * **Influence Others**: Effectively communicate and influence others to achieve shared goals * **Pursue Personal Excellence**: Continuously improve and develop your skills and knowledge * **Understand the Business**: Demonstrate a deep understanding of the business, including new products, tools, and processes **Join arenaflex Today!** If you're a results-driven leader with a passion for customer satisfaction and team development, we invite you to join our dynamic team at arenaflex. Apply now to become a Team Lead/ Customer Care - Provider and embark on a rewarding career journey with us! Apply for this job