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Member Services Team Lead

Company: Amida Care
Location: New York
Posted on: July 13, 2018

Job Description:

The--Member Services team leader position is responsible for providing quality and--efficient customer service to members through the daily management of a team of--Member Services Representatives (MSRs) to include hiring, motivating,--recognizing, and rewarding, coaching, counseling, training, and problem--solving. This position is responsible also for the day-to-day supervision of--the Member Services Call Center operations unit including the Member Services--Assistants (MSAs). Monitors Call Center task performance, call quality and--employee productivity. Oversees member mailings, returned mails, ID card--requests, member demographic verification and Healthy Rewards program. Assists--the Call Center Manager and the Member Services Management team by collaborating--with other leaderships of different departments at Amida Care in the interest--of serving and providing the members with Amida Care's Model of Care

  • Oversee the daily call center operations of the--inbound, outbound, and escalated calls. Assist irate customers with complaints--and other service concerns that require management immediate attention.
  • To monitor and maintain the departmental Key--Performance Indicators (KPIs) as outlined by the management; Service Level Agreement--(SLA), Abandonment Rate, Average Talk Time and Average Speed of Answer (ASA).
  • To assist with coaching / training of the MSRs and--MSAs to ensure that they achieve or exceed Amida Care's expectations for--quality, and service by providing regular, constructive feedback and guidance--to develop employees to their full potential.
  • Ensure high priority in delivering service--excellence in both themselves and the team that is in line with our established--call quality assurance standards by daily call monitoring and providing feedback--and coaching to MSRs in accordance to Amida Care's standard.
  • To prepare daily, weekly and monthly performance--Call Center reports for review. To share the information to the team to create--awareness to improve and maintain performance and productivity.
  • To assist with the hiring, developing and--evaluation of all staff, including handling correction action when necessary
  • Assist on various outbound projects including--but not limited to New Member Orientations.
  • Providing all the necessary documentation for--complaints resolution and auditing complaints documented by member services--staff for quality assurance.
  • Assign cases to MSRs through Salesforce CRM to--outreach members who left messages to call back through Amida Care's--After-Hours vendor report and also track outreach made by MSRs by reviewing and--auditing follow-ups.
  • Auditing open and close cases created by MSRs on--Salesforce CRM for quality assurance.
  • Oversee daily operations of the Member Services--Assistants (MSAs) team, including processing of returned mail, member outreach--for demographic validation, ID card and all new member mailings.
  • Tracks and conducts audits to improve MSA's--performance and provide feedback and reports to Member Services management,--reflecting MSA's daily, weekly and monthly productivity.


    • High School Diploma. College degree preferred or an equivalent--combination of education and related experience required.
    • Experience in medical/provider record management--a plus. Experience in document scanning and digital archiving, preferred.
    • Experience in a managed care environment,--physician office or other setting interacting with underserved and/or HIV/AIDS--populations, preferred.
    • Ability to maintain high levels of--confidentiality
    • Must be compliant with all organizational--policies regarding ethical business practices.
    • Demonstrate ability to read and communicate--effectively in English.
    • Demonstrate strong verbal, written communication--and presentation skills.
    • Demonstrate proficiency in the use of Microsoft--Office (Word, Excel, Power Point and Access).
    • Exhibit ability to communicate effectively in--front of large and small groups and in one-on-one discussions
    • Bilingual Spanish preferred but not required
    • Demonstrate understanding and sensitivity to--multi-cultural values, beliefs, and attitudes of both internal and external--contacts.

      Demonstrate appropriate--behaviors in accordance with the organization's vision, mission, and values.


      Keywords: Amida Care, New York, Member Services Team Lead, Other, New York, New York

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