Customer Service Team Lead, Medicare Advantage

Site: Mass General Brigham Health Plan Holding Company Inc.

Mass General Brigham relies on a wide range of professionals including doctors nurses business people tech experts researchers and systems analysts to advance our mission. As a not-for-profit we support patient care research teaching and community service striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

Responsible for overseeing customer service representatives and ensuring the delivery of high-quality customer service by managing the teams performance providing guidance and support and fostering a positive customer experience.

Essential Functions
-Lead and supervise a team of customer service representatives providing direction guidance and support.
-Handle escalated customer inquiries complaints or complex issues that require a higher level of expertise.
-Identify training needs and provide coaching or training sessions to enhance the skills and knowledge of team members.
-Provide regular feedback to team members recognize achievements and address performance issues in a timely and constructive manner.
-Implement and enforce quality control measures to ensure consistent and excellent customer service.
-Continuously evaluate customer service processes and identify opportunities for improvement.
-Handle escalated customer issues that cannot be resolved by customer service representatives.

Some High School Completed required Bachelors Degree Related Field of Study preferred

Experience
Customer Service Experience 3-5 years required and Leadership/Supervisory Experience 1-2 years required

Knowledge Skills and Abilities
- Familiarity with customer service best practices techniques and standards is essential.
- Ability to motivate and inspire a team delegate tasks provide guidance and support and resolve conflicts.
- Excellent verbal and written communication skills.
- Strong problem-solving skills to address customer inquiries complaints and complex issues.
- Strong interpersonal skills including the ability to establish rapport resolve conflicts and maintain professional relationships.
- Excellent organizational skills to manage multiple tasks prioritize responsibilities and meet deadlines.

M-F9:00 AM -6:00 pm or 11:30-8:00 pm Eastern Business hours required for remote role
Quiet secure stable compliant work station required

Remote

399 Revolution Drive

40

Regular

Day (United States of America)

Pay Range

$25.00 - $35.77/Hourly

Grade

5

At Mass General Brigham we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive and any offer extended will take into account your skills relevant experience if applicable education certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however it does not encompass all elements contributing to your total compensation addition to competitive base pay we offer comprehensive benefits career advancement opportunities differentials premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

Mass General Brigham Health Plan Holding Company Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religious creed national origin sex age gender identity disability sexual orientation military service genetic information and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973 the Vietnam Veterans Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990 applicants who require accommodation in the job application process may contact Human Resources at .

Mass General Brigham Competency Framework