Experienced Team Lead/ Customer Care - Provider: Drive Customer Satisfaction and Team Excellence at arenaflex

At arenaflex, we're dedicated to delivering exceptional customer experiences and fostering a culture of excellence within our teams. As a seasoned Team Lead/ Customer Care - Provider, you'll play a pivotal role in leading our customer care team to achieve outstanding results, drive growth, and promote a positive work environment. If you're a results-driven leader with a passion for customer satisfaction and team development, we invite you to join our dynamic team and embark on a rewarding career journey.

About arenaflex

arenaflex is a leading provider of innovative healthcare solutions, committed to empowering individuals and communities to achieve better health outcomes. Our mission is to deliver exceptional customer experiences, foster a culture of excellence, and drive growth through strategic partnerships and collaborations. As a Team Lead/ Customer Care - Provider, you'll be part of a talented team that shares our passion for customer satisfaction, team development, and innovation.

Key Responsibilities

As a Team Lead/ Customer Care - Provider, your primary responsibilities will include:

• Coaching and Development: Conduct regular coaching conversations with team members to enhance their performance, provide feedback, and create performance improvement plans when necessary.
• Performance Management: Complete performance appraisals, write corrective actions when needed, and maintain accurate records in our HR system.
• Team Meetings and Huddles: Facilitate monthly team meetings and huddles to foster a culture of team building, encourage open communication, and drive collaboration.
• Data Analysis: Analyze key performance indicators (KPIs) to identify trends, develop action plans, and drive continuous improvement.
• Process Improvement: Identify and address processes, tools, and behaviors that impact efficiency and customer service results, leading to innovative solutions.
• Relationship Building: Develop and maintain positive relationships with internal peers, leaders, and cross-functional partners through effective communication and follow-through.
• Change Management: Promote positive change management and facilitate timely resolution of member, provider, corporate, and compliance-related tasks.
• Policy Enforcement: Implement, enforce, and support company and departmental policies and procedures.
• Quality Monitoring: Monitor and evaluate calls for quality, compliance, efficiency, and customer satisfaction purposes, actively participating in our internal quality program.
• Hiring and Recruitment: Conduct interviews and evaluate candidates for hiring purposes.
• Additional Responsibilities: Perform other job duties as requested or assigned by management.

Education and Experience

To succeed in this role, you'll need:

• High School Diploma or GED: Required
• Associates Degree or Equivalent: Preferred
• Minimum 3 Years of Customer Service Experience: Required, including at least 1 year in a call center environment
• Previous Supervisory/Leadership Experience: Strongly preferred in a call center environment

Competencies, Knowledge, and Skills

As a Team Lead/ Customer Care - Provider, you'll possess:

• Intermediate Proficiency in MS Office: Word, Excel, and PowerPoint
• Effective Communication: Verbal and written communication skills with various levels within the organization
• Independence and Teamwork: Ability to work independently and within a team environment
• Healthcare Knowledge: Familiarity with the healthcare field and knowledge of Medicaid or Medicare (preferred)
• Attention to Detail: Strong attention to detail and critical listening skills
• Coaching and Development: Coaching and development skills, including strategic management and decision-making/problem-solving skills
• Leadership Experience: Leadership experience and skills, including conflict resolution and customer service orientation

Licensure and Certification

No specific licensure or certification is required for this role.

Working Conditions

As a Team Lead/ Customer Care - Provider, you'll work in a general office environment, with occasional requirements to sit or stand for extended periods.

Compensation and Benefits

arenaflex offers a competitive salary range of $53,400.00 - $85,600.00, based on a combination of education, training, and experience. You may also qualify for a bonus tied to company and individual performance. Our comprehensive total rewards package includes:

• Base Compensation: Salary
• Bonus: Tied to company and individual performance
• Total Rewards Package: Substantial and comprehensive benefits for your total well-being

Organization Level Competencies

As a Team Lead/ Customer Care - Provider, you'll demonstrate the following organization level competencies:

• Create an Inclusive Environment: Foster a culture of inclusivity and respect
• Cultivate Partnerships: Develop and maintain positive relationships with internal peers, leaders, and cross-functional partners
• Develop Self and Others: Coach and develop team members to enhance their performance
• Drive Execution: Drive results and achieve outstanding performance
• Influence Others: Effectively communicate and influence others to achieve shared goals
• Pursue Personal Excellence: Continuously improve and develop your skills and knowledge
• Understand the Business: Demonstrate a deep understanding of the business, including new products, tools, and processes

Join arenaflex Today!

If you're a results-driven leader with a passion for customer satisfaction and team development, we invite you to join our dynamic team at arenaflex. Apply now to become a Team Lead/ Customer Care - Provider and embark on a rewarding career journey with us! Apply for this job