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Member Services Team Lead

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Posted: 06/09/2024

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.