**Experienced Team Lead, Customer Care – Healthcare Provider**

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are ever the same? If so, we invite you to join blithequark as an Experienced Team Lead, Customer Care – Healthcare Provider. As a key member of our customer care team, you will be responsible for leading and directing a high-performing team to ensure that our customers receive the highest level of service and support. **About blithequark** blithequark is a leading provider of innovative healthcare solutions, dedicated to improving the lives of our members and customers. Our team is passionate about delivering exceptional customer experiences, and we are committed to fostering a culture of inclusivity, collaboration, and continuous learning. As a member of our team, you will have the opportunity to work with a talented group of professionals who share your values and are dedicated to making a positive impact in the healthcare industry. **Job Summary** As an Experienced Team Lead, Customer Care – Healthcare Provider, you will be responsible for leading and directing a team of customer care professionals to ensure that our customers receive the highest level of service and support. You will be responsible for coaching and developing your team members, analyzing data to identify areas for improvement, and implementing process improvements to drive efficiency and customer satisfaction. **Key Responsibilities** * Conduct regularly scheduled coaching conversations with team members to provide feedback and guidance on improving performance * Document coaching and development conversations in our HR system to ensure accurate tracking and reporting * Complete performance appraisals and create performance improvement plans as needed * Conduct monthly team meetings and huddles to inform, drive, and foster an environment of team building and ongoing communication * Analyze data to identify areas for improvement and develop action plans to address opportunities * Monitor key operational performance indicators on a daily, weekly, and monthly basis to identify trends and develop solutions * Identify processes, tools, systems, and behaviors that cause negative impact on efficiency and customer service results, and develop continuous improvement solutions * Build positive relationships and interactions with internal peers, leaders, and cross-functional partners through strong follow-through and communication * Promote positive change management and facilitate timely resolution of member, provider, corporate, and compliance-related tasks * Implement, enforce, and support company and departmental policies and procedures * Maintain a deep understanding of our business, new products, tools, and processes, and stay informed on industry trends and best practices * Monitor and evaluate calls for quality, compliance, efficiency, and customer satisfaction purposes, and actively participate in our internal quality program * Conduct interviews and evaluate candidates for hiring purposes * Perform other job duties as requested or assigned **Education and Experience** * High School Diploma or GED is required * Associates Degree or equivalent years of relevant work experience is preferred * Minimum of three years (3) of customer service experience, including a minimum of one (1) year in a call center environment is required * Previous supervisory/leadership experience in a call center environment is strongly preferred **Competencies, Knowledge, and Skills** * Intermediate proficiency level in MS Word, Excel, and PowerPoint * Ability to communicate verbally and in written form with a variety of levels within the organization * Ability to work independently and within a team environment * Familiarity with the healthcare field and knowledge of Medicaid or Medicare is preferred * Attention to detail * Critical listening and thinking skills * Coaching and development skills * Strategic management skills * Proper grammar usage * Time management skills * Conflict resolution skills * Customer service-oriented * Leadership experience and skills * Critical listening and thinking skills * Decision-making/problem-solving skills **Licensure and Certification** * None **Working Conditions** * General office environment; may be required to sit or stand for extended periods of time **Compensation and Benefits** * Salary range: $53,400.00 - $85,600.00 * Bonus tied to company and individual performance * Comprehensive total rewards package, including medical, dental, and vision insurance, 401(k) matching, and paid time off * Opportunities for professional growth and development, including training and education programs **Organization Level Competencies** * Create an Inclusive Environment * Cultivate Partnerships * Develop Self and Others * Drive Execution * Influence Others * Pursue Personal Excellence * Understand the Business **How to Apply** If you are a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you! **Equal Opportunity Employer** blithequark is an equal opportunity employer, dedicated to fostering an inclusive environment that welcomes and supports individuals of all backgrounds. We are committed to diversity, equity, and inclusion, and we strive to create a workplace that is free from bias and harassment. Apply for this job