Call Center Team Lead

Call Center Team Lead I

Lead I – BPM

Who we are:

UST HealthProof is a dynamic company with a mission to lower the cost of care and deliver the future of healthcare. Our consumer-centric approach gives our health plan customers a modern infrastructure and reduced administrative costs, helping to drive better business results for our customers — and better outcomes for our communities.

We achieve this mission together through teamwork, communication, collaboration, and focus. Our employees are our greatest assets, and we invite you to apply to be a part of our journey toward making a difference in healthcare in the United States.

You Are:

UST HealthProof is looking for a highly energetic and collaborative Call Center Team Lead with 3-5+ years of operation experience, out of which 2+ years in a supervisory role. This role will report to the Operations Manager or as designated by the Director of Operations for Healthcare Platform Solutions. The primary objective of The Call Center Leader is to implement policies and procedures to foster an environment of excellence in servicing UST HealthProof Healthcare Customers.

The Opportunity :

• Be responsible for directly managing a staff of 15-20 associates
• Be responsible for day-to-day interaction with the client organizations to help run a high-quality Call Center operation
• Collaborate with the client in creating Call Center reports (inventory, production, productivity, priority, and forecasting) to meet and exceed all production Service Level Agreements (SLA)
• Collaborate with client and Audit team to understand and establish a robust Quality program – to measure, analyze, root cause analysis and take and take Corrective Actions as needed
• Ensure setting smart goals for teams and provide regular feedback, appraisal, and coaching to ensure performance
• Be responsible for managing personnel matters like attendance, holidays, PTO, sick days, approve hours for payroll, shift timings, etc. with the prime objective of meeting and exceeding customer deliverables
• Collaborate with Subject Matter Experts (SMEs) to ensure that Standard Operating Procedures (SOPs) are adequate for the needs of the operations teams, review them periodically for updates and enhancements and ensure version control and client approvals
• Conduct call listening and assess the call based on the quality forms provided
• Ensure that information provided during the call by the agents is accurate
• Timely and accurate completion of standard and advanced quality forms, reports, and analysis
• Complete ad hoc reports as requested
• Adhere to call audit targets
• Attend and participate in a quality calibration session
• Provide immediate education, report error trends and propose action plans to mitigate errors, as needed
• Requires flexibility to schedule worked up to and including 8 am to 11 pm eastern standard time, 7 days a week depending on client seasonality.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What you need:

• Excellent comprehension and communication skills (verbal and written) within the organization and with clients
• 3-5+ years of healthcare operations experience, out of which 2+ years in a supervisory role
• Must have some background in administration and preferably some experience in healthcare including but not limited to medical coding, transcription, doctor’s office, billing, account receivable on Call Center processing experience preferred
• Some experience in outsourcing operations or the service industry preferred
• High proficiency in using MS Excel and PowerPoint
• Good understanding and ability to analyze Call Center data and report, SLA, KPI, and operations report, and present findings in a structured way
• Excellent People skills – the ability to build and motivate a large operations team of up to 20 associates
• Some ability to train and guide the teams thru changes in processes and operating instruction
• The ability to adapt quickly to a fast-paced environment
• Excellent written and oral communication skills
• Ability to coach the team to reach their full potential
• Ability to gel with the team well and build a self-organized and highly energetic team
  

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. As required by local law, UST HealthProof provides a reasonable range of compensation for roles that may be hired in California, Colorado, New York City, or Washington as set forth below.

Role Location: Range of Starting Pay for Role

Remote: $42,000-$64,000

Our associates are eligible for employee stock options, 401K matching, and covered from day 1 for paid vacation and sick time, and healthcare, dental, vision, life, and disability insurance benefits.

What we believe:

We’re proud to embrace the same values that have shaped UST and its subsidiaries since the beginning. Since day one, we’ve been building enduring relationships and a culture of integrity. And today, it's those same values that are inspiring us to encourage innovation from everyone to champion diversity and inclusion and place people at the center of everything we do.

Humility: We will listen, learn, be empathetic, and help selflessly in our interactions with everyone.

Humanity: Through business, we will better the lives of those less fortunate than ourselves.

Integrity: We honor our commitments and act with responsibility in all our relationships.

Equal Employment Opportunity Statement

UST HealthProof is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

#USTHealthproof