**Join arenaflex's Dynamic Customer Care Team as a Team Lead and Shape the Future of Healthcare**
At arenaflex, we're on a mission to revolutionize the way healthcare is delivered and experienced. As a Team Lead, Customer Care - Provider, you'll play a vital role in leading our customer care team to ensure exceptional service, compliance, and regulatory standards are met. If you're passionate about delivering outstanding customer experiences, leading high-performing teams, and driving business growth, we want to hear from you.
**About arenaflex**
arenaflex is a leading healthcare company dedicated to providing innovative solutions that improve the lives of our members and partners. We're committed to fostering a culture of inclusivity, diversity, and excellence, where our employees can grow, learn, and thrive. With a strong focus on customer-centricity, we're constantly seeking talented individuals who share our passion for delivering exceptional service and making a meaningful impact in the healthcare industry.
**Job Summary**
As a Team Lead, Customer Care - Provider, you'll be responsible for leading and directing your team to achieve exceptional customer service, regulatory compliance, and departmental standards. You'll work closely with internal stakeholders, cross-functional partners, and external vendors to drive business growth, improve operational efficiency, and enhance customer satisfaction.
**Key Responsibilities**
* Conduct regular coaching conversations to improve performance, provide feedback, and create performance improvement plans when necessary
* Document coaching and development conversations in our HR system to ensure accurate tracking and evaluation
* Complete performance appraisals, write corrective actions when needed, and provide constructive feedback to team members
* Facilitate monthly team meetings and huddles to foster a culture of team building, open communication, and continuous improvement
* Analyze data to identify trends, develop action plans, and make recommendations to improve team performance and customer satisfaction
* Monitor key operational performance indicators on a daily, weekly, and monthly basis to identify areas for improvement and develop solutions
* Identify processes, tools, systems, and behaviors that impact efficiency and customer service results, and develop continuous improvement solutions
* Build positive relationships with internal peers, leaders, and cross-functional partners through strong communication and follow-through
* Promote positive change management and facilitate timely resolution of member, provider, corporate, compliance, and other tasks requiring deadlines
* Implement, enforce, and support company and departmental policies and procedures
* Maintain a deep understanding of business, new products, tools, processes, and stay informed on industry trends and developments
* 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 by management
**Education and Experience**
* High School Diploma or GED required
* Associates Degree or equivalent years of relevant work experience preferred
* Minimum of three years (3) of customer service experience, including a minimum of one (1) year in a call center environment required
* Previous supervisory/leadership experience in a call center environment strongly preferred
**Competencies, Knowledge, and Skills**
* Intermediate proficiency level in MS Word, Excel, and PowerPoint
* Ability to communicate verbally and in written form with various levels within the organization
* Ability to work independently and within a team environment
* Familiarity with the healthcare field and knowledge of Medicaid or Medicare 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 required
**Working Conditions**
* General office environment; may be required to sit or stand for extended periods of time
**Compensation Range**
$53,400.00 - $85,600.00
arenaflex takes into consideration a combination of a candidate's education, training, and experience, as well as the position's scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We're highly invested in every employee's total well-being and offer a substantial and comprehensive total rewards package.
**Competencies**
* Create an Inclusive Environment
* Cultivate Partnerships
* Develop Self and Others
* Drive Execution
* Influence Others
* Pursue Personal Excellence
* Understand the Business
**Why Join arenaflex?**
* Competitive compensation and benefits package
* Opportunities for professional growth and development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Comprehensive training and support
* Flexible work arrangements and work-life balance
* Access to cutting-edge technology and tools
* Opportunities to make a meaningful impact in the healthcare industry
**How to Apply**
If you're a motivated and results-driven leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!