Hybrid-Customer Experience Lead (Orange, CA)
Core
Subject matter expert leading inbound/outbound call operations and team performance for a senior-focused health care plan.
Role type
Senior Customer Experience Lead (Healthcare)
Builds
Member engagement and service delivery for seniors and chronically ill patients
Domain
Health insurance / Medicare Managed Care
Deliverable
client delivery
Required skills
Medicare Managed Care knowledge, 10-key touch typing, call center leadership, complaint resolution, team training and QA, performance metrics monitoring
Preferred skills
Healthcare industry experience, previous Lead experience, bilingual (English/Spanish)
Technologies
10-key touch typing systems, call center software
Responsibilities
Resolve member issues and inquiries; lead specific projects or VIP member issues; answer incoming and conduct outbound member calls; address complaints against the health plan; define and monitor performance standards; onboard entry-level staff and monitor training quality; collaborate on training needs and report call trends
Seniority
Senior, hands-on IC with team leadership