Customer Solutions Expert Lead - CSC Phone

As a Lead and subject matter expert (SME), you will field questions from staff, provide appropriate issue resolution and escalation when needed, and assign work/direct workflows for staff.  You will assist the Supervisor/Manager with coaching, on-the-job training, monitoring work, mentoring new associates and driving results. This position may also serve as a back-up in production.  You will also work with other departments to identify areas of opportunity/performance improvement and recommend solutions.

The shift for this position is Monday - Friday, 10:30AM - 7:00PM EST

In this role you will:

• Act as First point of contact for escalated calls and requests
• Assign work to team members
• Maintain daily board updates-metrics and messages
• Monitor and/or complete production, as applicable
• Manage payer, provider and patient complaint resolution
• Work with supervisors and staff employees to drive efficient call volume activity and management.
• Work with supervisors to create efficient work plans and daily assignments.
• Support cross-functional process improvement efforts.
• Perform other duties as required or assigned.

SECONDARY RESPONSIBILITIES

• Promote staff reliability
• Encourage frequent communication among all staff members
• Enter information into CART system
• Assist with projects/spreadsheets – across all operations
• Act as a resource for Customer Service Representatives, line staff-research process issues
• Monitor sensitive State Reports
• Develop and administer operational policy.

You should reach out if you have:

• High School Diploma or the equivalent
• 1 year of experience in an Operations/Production role
• Basic computer skills including data entry with speed and accuracy is required
• Knowledge of various systems and processes, business protocols and regulatory compliance
• Able to manage and prioritize multiple tasks
• Must be detail oriented, be responsive, problem-solve difficult situations with internal and external customers and with process and/or systems issues

What we offer:

• Starting Pay for external hires is $20.00 / per hour + Monthly Incentive Bonus Opportunity. The pay range included in this posting reflects future growth / earning potential.
• Full range of benefits including Health, Dental and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match
• Generous PTO, 401K Savings Plan, Paid Parental Leave, free on-demand Virtual Fitness Training and more
• Advancement Opportunities, professional skills training, and tuition /exam reimbursement
• PayActiv - access earned income in between pay checks
• Walgreens Discount - receive up to 25% off eligible items
• Great culture with a sense of community

CareCentrix maintains a drug-free workplace

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We are an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law.

CareCentrix accepts applications on an ongoing basis until a candidate is identified.