Team Lead - Customer Relations

Job description

- Mentor servicing representatives to ensure the best customer experience by supporting representatives after they complete classroom training; completing quality assurance audits that ensure timeliness, accuracy, professionalism, and an optimal customer experience; and providing timely, relevant coaching in professional and constructive manner. - Be available at all times for representative's questions and circulates the floor periodically every day to listen to conversations and provide instruction. - Proficient in analyzing problems and creating end-to-end resolution. - Must have thorough and comprehensive working knowledge of HMSA's plan provisions, eligibility requirements, benefits, claims processing, medical policies, payment policies, and administrative policies. - Take ownership of every customer interaction as the subject matter expert to ensure the customers' needs are resolved in every instance with just one contact. This involves coordinating with all areas within HMSA as well as external contacts including providers, employers, third party administrators, and other insurance companies. - Independently exercise judgment to effectively manage inquiry volume by directly...