Team Lead Qualifications

Education

• Minimum High School diploma or equivalent
• Two years of college education preferred.

Experience

• Schedule flexibility between the hours of 8 AM-9 PM during peak season. (Must be willing to occasionally support the 1 PM – 9 PM shift when coverage is needed)
• Excellent oral and written communication skills, as well as the ability to carry out assignments with minimal guidance.
• Mastery of call center customer service practices.
• Foundational understanding of the IBC family of companies, organization, and functions including BCBSA, Claims, Billing Appeals, Customer Service, Enrollment QA, Workforce Management, etc.
• Mastery of general health insurance products e.g., PPO, HMO, group and individual plans, assigned IBC products and services under Scope, Ancillary products, (e.g. Dental, Vision, Prescription), the Affordable Care Act, CMS requirements, HIPAA, relevant state laws and Departments of Insurance (DOI) regulations.
• Demonstrate listening, verbal, and written communication skills.
• Can do approach to work.
• Excellent communication skills
• Excellent interpersonal skills, including influencing others and negotiation.
• Excellent project management skills
• Experience in innovative problem-solving.
• Problem solver and self-starter
• Strong attention to detail
• Ability to lead multiple and varied initiatives and activities simultaneously.
• Analytical ability to identify and resolve staff and customer problems.
• Must be able to prioritize work in an environment that changes frequently.
• Must have the ability to manage organize, plan, and provide leadership to staff.
• Developing and motivating team members to facilitate professional growth.
• Leadership and relationship-building skills
• Demonstrated time management skills.
• Technical / Computer Skills
• Intermediate knowledge of Team Leader functions
• Exposure to an operations service’s environment is highly recommended.
• Ability to work from home, which includes high-speed wi-fi capability of at least 400 Mbps and a quiet, confidential workspace.