Healthcare Call Center Lead (Hybrid Onsite in Orange, CA and Work-From-Home)
Core
Lead and support inbound/outbound call operations for seniors and chronically ill members, ensuring high-quality service and resolving complex member issues.
Role type
Senior IC healthcare call center lead
Builds
Member experience and engagement services for health plan members
Domain
Healthcare / Insurance / Customer Service
Deliverable
client delivery
Required skills
Medicare Managed Care Plans knowledge, 10-key touch typing, tier-two call handling, team leadership, performance monitoring, onboarding training, complaint/grievance resolution, data privacy compliance
Preferred skills
Healthcare industry experience, previous lead experience, bilingual (English/Spanish)
Technologies
10-key touch typing systems, call center software
Responsibilities
Answer incoming member calls and conduct outbound calls per productivity goals; act as subject matter expert for procedures and benefits; lead specific projects or VIP member issues; monitor team performance and quality; assist in onboarding entry-level staff; collaborate on training needs and call trend analysis; address member complaints and grievances.
Seniority
Senior, hands-on IC with team leadership