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Customer Solutions Expert Lead

Customer Solutions Expert Lead

Job ID 
2017-3901
Job Locations 
US-KS-Overland Park
Category 
Customer Service Center

More information about this job

Overview

The incumbent in this position acts as a subject matter expert (SME) in assigned unit, fields questions from staff, is able to provide appropriate issue resolution and escalation when needed, and assigns work/directs workflows for staff. Assists 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. Works with other departments to identify areas of opportunity/performance improvement and recommend solutions.

Responsibilities

PRIMARY RESPONSIBILITIES

  • Act as First point of contact for escalated calls and requests
  • Responsible for the Assignment of work to Associates
  • Maintain Daily Boards updates-metrics, messages
  • Monitor and/or complete production, as applicable
  • Manages payer, provider and patient complaint resolution.
  • Works with supervisors and staff employees to drive efficient call volume activity and management.
  • Work with supervisors to create efficient work plans and daily assignments.
  • Supports cross-functional process improvement efforts.
  • Keeps abreast of technological and industry developments
  • Must perform other duties as required or assigned.

SECONDARY RESPONSIBILITIES

  • Promote staff reliability
  • Encourage frequent communication among all staff members
  • Must respond to calls/e-mails in a timely manner
  • Be proficient with entering information into CART system
  • 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.

Qualifications

High School Diploma or the equivalent plus one year of experience in a CareCentrix Operations role. Knowledge of basic spreadsheet, word processing, and data entry with speed and accuracy is required. Has expert knowledge of department systems and processes, CareCentrix business protocols and regulatory knowledge. Ability to lead by example is also required.

  • Candidate will possess excellent communication (verbal/written), organizational and interpersonal skills.
  • Manage multiple tasks, be detail oriented, be responsive, and demonstrate independent thought and critical thinking.
  • Must have strong organizational and interpersonal skills and be able to effectively manage and prioritize multiple tasks, and demonstrate independent thought and critical thinking skills.
  • Must be detail oriented, be responsive, problem-solve difficult situations with internal and external customers and with process and/or systems issues.

 

 CareCentrix maintains a drug-free workplace in accordance with Florida’s Drug Free Workplace Law.