The Operations Team Lead is responsible for ensuring that the team is meeting productivity and quality measures while managing a high volume of service requests from Providers and Members. This is a non-clinical position. The Team Lead is not responsible for conducting any triage program activities that require interpretation of clinical information. This position is only open to applicants currently residing in the Philippines and is willing to work onsite in our Makati office.
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At Carenet Health, we’re relentlessly focused on delivering clinically driven, consumer-centric engagement solutions rooted in powerful, one-on-one connections. One in five (65 million) Americans has access to our services, and we connect with 70,000 consumers daily about their health and wellness, coverage and benefits, care coordination and more.
- Oversee the operation activities of assigned staff ensuring a balance of optimum productivity and service level goals are maintained; serve as a knowledge base for staff to provide direction and assistance in operational efforts, proactively offer consultative advice
- Ensure team is meeting quality expectations through required call monitoring audits, coaching and counseling processes
- Establish excellent working relationship with clients, placing the highest priority on providing quality service, anticipate future client needs and proactively consults with Team Manager to resolve issues prior to them becoming problematic. Continuously improves the quality of Carenet’s service offering.
- Ensures employee development through training, coaching, mentoring and providing appropriate training through various media to achieve highly motivated and quality performers.
- Respond to service needs ensuring follow-through resolution of issue.
- Assesses callers’ needs and assists them with issues related to patients care.
- Adapts communication style to persons representing diverse personal, professional, cultural, and socio-economic backgrounds.
- Assess hiring, staffing, and training needs of team and make recommendations to Team Manager.
- High School Diploma or General Education Degree (GED) and minimum of two years related clinical experience in medical office/clinic, institutional setting or telephonic customer service; or equivalent combination of education and experience required.
- Experience with Health Insurance and Managed Care concepts is preferred.
- Minimum 2 years Lead experience in a call center setup
We’re searching for the market’s strongest candidate to join our group of innovators, collaborators, and builders in pioneering the next phase of Carenet’s place in healthcare history. If this sounds like you, we need to connect!
More About Carenet Health
Carenet Health delivers multi-dimensional value to healthcare organizations in areas such as revenue optimization, cost containment and consumer experience. Our clients choose us—and stay with us for an average of seven years or more—because of our clinical expertise and our experience creating meaningful connections that deliver impact and ROI.
Our solutions include multi-channel consumer engagement programs that support quality and satisfaction performance metrics, as well as on-demand clinical engagement and telehealth services that improve care and lower costs. Intelligent contact strategies, empathy-focused interactions, high-touch navigation assistance and best-in-class partners are a few of the key factors in our success.
Learn more at carenethealthcare.com
