Job Description
- *Join arenaflex's Dynamic Customer Care Team as a Team Lead and Shape the Future of Healthcare** At arenaflex, we're on a mission to revolutionize the way healthcare is delivered and experienced. As a Team Lead, Customer Care - Provider, you'll play a vital role in leading our customer care team to ensure exceptional service, compliance, and regulatory standards are met. If you're passionate about delivering outstanding customer experiences, leading high-performing teams, and driving business growth, we want to hear from you. **About arenaflex** arenaflex is a leading healthcare company dedicated to providing innovative solutions that improve the lives of our members and partners. We're committed to fostering a culture of inclusivity, diversity, and excellence, where our employees can grow, learn, and thrive. With a strong focus on customer-centricity, we're constantly seeking talented individuals who share our passion for delivering exceptional service and making a meaningful impact in the healthcare industry. **Job Summary** As a Team Lead, Customer Care - Provider, you'll be responsible for leading and directing your team to achieve exceptional customer service, regulatory compliance, and departmental standards. You'll work closely with internal stakeholders, cross-functional partners, and external vendors to drive business growth, improve operational efficiency, and enhance customer satisfaction. **Key Responsibilities** * Conduct regular coaching conversations to improve performance, provide feedback, and create performance improvement plans when necessary * Document coaching and development conversations in our HR system to ensure accurate tracking and evaluation * Complete performance appraisals, write corrective actions when needed, and provide constructive feedback to team members * Facilitate monthly team meetings and huddles to foster a culture of team building, open communication, and continuous improvement * Analyze data to identify trends, develop action plans, and make recommendations to improve team performance and customer satisfaction * Monitor key operational performance indicators on a daily, weekly, and monthly basis to identify areas for improvement and develop solutions * Identify processes, tools, systems, and behaviors that impact efficiency and customer service results, and develop continuous improvement solutions * Build positive relationships with internal peers, leaders, and cross-functional partners through strong communication and follow-through * Promote positive change management and facilitate timely resolution of member, provider, corporate, compliance, and other tasks requiring deadlines * Implement, enforce, and support company and departmental policies and procedures * Maintain a deep understanding of business, new products, tools, processes, and stay informed on industry trends and developments * Monitor and evaluate calls for quality, compliance, efficiency, and customer satisfaction purposes, and actively participate in our internal quality program * Conduct interviews and evaluate candidates for hiring purposes * Perform other job duties as requested or assigned by management **Education and Experience** * High School Diploma or GED required * Associates Degree or equivalent years of relevant work experience preferred * Minimum of three years (3) of customer service experience, including a minimum of one (1) year in a call center environment required * Previous supervisory/leadership experience in a call center environment strongly preferred **Competencies, Knowledge, and Skills** * Intermediate proficiency level in MS Word, Excel, and PowerPoint * Ability to communicate verbally and in written form with various levels within the organization * Ability to work independently and within a team environment * Familiarity with the healthcare field and knowledge of Medicaid or Medicare preferred * Attention to detail * Critical listening and thinking skills * Coaching and development skills * Strategic management skills * Proper grammar usage * Time management skills * Conflict resolution skills * Customer service-oriented * Leadership experience and skills * Critical listening and thinking skills * Decision-making/problem-solving skills **Licensure and Certification** * None required **Working Conditions** * General office environment; may be required to sit or stand for extended periods of time **Compensation Range** $53,400.00 - $85,600.00 arenaflex takes into consideration a combination of a candidate's education, training, and experience, as well as the position's scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We're highly invested in every employee's total well-being and offer a substantial and comprehensive total rewards package. **Competencies** * Create an Inclusive Environment * Cultivate Partnerships * Develop Self and Others * Drive Execution * Influence Others * Pursue Personal Excellence * Understand the Business **Why Join arenaflex?** * Competitive compensation and benefits package * Opportunities for professional growth and development * Collaborative and dynamic work environment * Recognition and rewards for outstanding performance * Comprehensive training and support * Flexible work arrangements and work-life balance * Access to cutting-edge technology and tools * Opportunities to make a meaningful impact in the healthcare industry **How to Apply** If you're a motivated and results-driven leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply for this job