Call Center Lead

Call Center Lead Medicaid Member Services $22.04/Hour Monday-Friday East Hartford CT

Lead a Team That Makes a Difference in Healthcare

Are you an experienced call center professional with a passion for leadership and exceptional customer service Were seeking a Call Center Lead to support a high-volume Medicaid Member Services contact center serving HUSKY Health members in Connecticut.

In this role youll provide day-to-day leadership coach customer service representatives assist with escalated member inquiries and help ensure every interaction delivers outstanding service and support.

If youre ready to take the next step in your customer service career while making a meaningful impact on the lives of Medicaid members wed love to hear from you!

Compensation

• $22.04 per hour

Location

East Hartford CT

Schedule

• Monday through Friday
• Business Hours
• Weekends Off

What Youll Do

As a Call Center Lead youll serve as a subject matter expert and leadership resource while helping ensure exceptional service for Medicaid members and providers.

Responsibilities include:

• Provide professional courteous and accurate customer service to HUSKY Health members and providers
• Assist members with:
  • Medicaid program information
  • Account inquiries
  • Consumer Portal password resets
  • Spend-down questions
  • Premium billing inquiries
  • General benefit and eligibility questions
• Support call center representatives with escalated calls and complex customer concerns
• Serve as a liaison between supervisors and customer service teams
• Provide leadership support during supervisor absences
• Coach mentor and assist in training new team members
• Handle difficult customer situations with professionalism empathy and confidence
• Research customer inquiries and provide accurate information based on program guidelines
• Document customer interactions thoroughly and accurately
• Maintain current knowledge of Medicaid and HUSKY Health policies and procedures
• Monitor trends and recommend process improvements to enhance customer experience
• Protect confidential member information while following HIPAA and company guidelines
• Participating in team meetings quality initiatives and ongoing training

What Were Looking For

Required Qualifications

• Minimum of 2 years of call center experience
• Previous experience serving as a team lead floor support quality analyst trainer or coach preferred
• Strong customer service and leadership skills
• Excellent verbal and written communication abilities
• Strong problem-solving and conflict resolution skills
• Ability to multitask and prioritize in a fast-paced call center environment
• Strong attention to detail and accurate documentation skills
• Ability to remain calm and professional while handling escalated customer interactions
• Ability to work independently and collaboratively within a team environment

Preferred Qualifications

• Associate degree from an accredited college or university
• Experience supporting:
  • Medicaid
  • HUSKY Health
  • CHIP
  • Managed Care
  • Government healthcare programs
• Experience coaching mentoring or developing customer service representatives
• Bilingual language skills are a plus

Technical Skills

• Proficiency with Microsoft Office Suite
• Experience using:
  • Call center software
  • Customer Relationship Management (CRM) systems
  • Ticketing platforms
• Experience with Avaya phone systems is a plus
• Ability to quickly learn new healthcare systems and technologies

Why Join Our Team

• Competitive pay at $22.04 per hour
• Monday through Friday schedule with weekends off
• Opportunity to grow your leadership skills
• Support an essential Medicaid healthcare program serving Connecticut residents
• Collaborative and professional team environment
• Meaningful work that positively impacts members and their families

If youre an experienced call center professional with leadership experience and a passion for delivering exceptional customer service apply today and take the next step in your career!

Throughout the past 35 years MMC one of the most trusted names in workforce management services has successfully delivered strategic solutions to large and small businesses in numerous industries.

We have built our reputation on partnering with our clients and candidates to achieve the desired results. Our recruiting professionals have extensive experience matching the right candidate to the right client for the right position. We provide the best opportunities to the most talented candidates in a multitude of industries.

MMC is a privately owned business with corporate headquarters in Irving Texas. With 2000 employees working in 40 states MMC is able to support all United States locations and some international locations.

We appreciate your interest in reviewing this particular position and we encourage you to visit our website where you can always search and apply for opportunities at

Benefits with MMC Group
MMC offers health insurance plans for our active candidates on assignment including:

• Medical dental and vision coverage
• Life and disability insurance
• Additional voluntary benefits

Join MMC and enjoy the support of a team that values your well-being both on and off the job!

MMC strives to ensure all job postings confirm details of the position the rate of pay and acknowledge that medical benefits are offered.

Get started on your career journey today! Apply to become a part of the MMC Team!

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status protected veteran status or any other characteristic protected by compliance with federal law all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.