Member Escalations Team Lead - Remote

Overview

The Member Escalations Team Lead will be responsible for managing a team of support staff, driving goals and KPIs, and enhancing workflows to meet business objectives while assisting members with their health insurance needs.

In Short

• Lead a team of support staff in a remote environment.
• Drive goals and KPIs for the team.
• Provide coaching and leadership to team members.
• Identify and develop workflow improvements.
• Collaborate with stakeholders to enhance efficiencies.
• Monitor operational KPIs and conduct root-cause analysis.
• Foster an inclusive and engaging team culture.
• Manage performance and HR administrative tasks.
• Ensure compliance with applicable laws and regulations.
• Participate in continuous improvement activities.

Requirements

• 2+ years experience in customer service or escalations.
• 1+ years healthcare and/or insurance experience.
• 2+ years of direct people management experience.
• 1+ years of experience using data to drive improvements.
• 1+ years managing projects.
• Experience working with teams in multiple locations.

Benefits

• Eligible for employee benefits.
• Participation in unlimited vacation program.
• Annual performance bonuses.
• Medical, dental, and vision benefits.
• Paid holidays and sick time.
• 401(k) plan participation.