Escalations Team Lead

New

Skills

Coaching and Development Customer Service Data Analysis Healthcare Knowledge Inclusive Culture Promotion Insurance Industry Knowledge KPI Tracking Project Management Team Management Workflow Improvement

As a Member & Provider Escalations Team Lead, you will be responsible for leading a dedicated team of member escalations staff. Your role will focus on coaching and developing team members, driving key performance indicators (KPIs), and partnering with various stakeholders to enhance workflows and overall service quality. This position is essential for connecting team members to the organization's mission and values, fostering a culture of engagement and inclusivity, while continuously identifying workflow gaps for improvement.

Key Responsibilities
  • Lead and coach a team of member escalations staff.
  • Drive team KPIs, dashboards, and performance improvements.
  • Partner with stakeholders to improve workflows and service delivery.
  • Conduct team huddles to connect colleagues with mission and values.
  • Promote engagement and create an inclusive culture.
  • Identify gaps in workflows and implement continuous improvement initiatives.
Required Skills & Qualifications
  • 2+ years of experience in customer service or escalations.
  • 1+ years of experience in healthcare and/or insurance.
  • 2+ years of direct people management experience.
  • 1+ years of experience using data and metrics to drive improvements.
  • 1+ years of experience working with teams across multiple locations and disciplines.
  • 1+ years of experience managing projects.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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