Customer Solutions Expert Lead – Verifications
OverviewThe incumbent in this position acts as a subject matter expert (SME) in assigned unit, fields questions from staff, is able to provide appropriate issue resolution and escalation when needed, and assigns work/directs workflows for staff. Assists Supervisor/Manager with coaching, on-the-job training, monitoring work, mentoring new associates and driving results. This position may also serve as a back-up in production. Works with other departments to identify areas of opportunity/performance improvement and recommend solutions.The shift for this position is Monday-Friday 10:00am – 6:30pmResponsibilitiesPRIMARY RESPONSIBILITIES
Act as First point of contact for escalated calls and requests
Responsible for the Assignment of work to Associates
Maintain Daily Boards updates-metrics, messages
Monitor and/or complete production, as applicable
Manages payer, provider and patient complaint resolution
Works with supervisors and staff employees to drive efficient call volume activity and management
Work with supervisors to create efficient work plans and daily assignments
Supports cross-functional process improvement efforts
Keeps abreast of technological and industry developments
Must perform other duties as required or assigned
SECONDARY RESPONSIBILITIES
Promote staff reliability
Encourage frequent communication among all staff members
Must respond to calls/e-mails in a timely manner
Be proficient with entering information into CART system
Projects/spreadsheets – across all operations
Act as a resource for Customer Service Representatives, line staff-research process issues
Monitor sensitive State Reports
Develop and administer operational policy
Qualifications
High School Diploma or the equivalent plus one year of experience in a CareCentrix Operations role
Knowledge of basic spreadsheet, word processing, and data entry with speed and accuracy is required
Has expert knowledge of department systems and processes, CareCentrix business protocols and regulatory knowledge
Ability to lead by example is also required
Candidate will possess excellent communication (verbal/written), organizational and interpersonal skills
Manage multiple tasks, be detail oriented, be responsive, and demonstrate independent thought and critical thinking
Must have strong organizational and interpersonal skills and be able to effectively manage and prioritize multiple tasks, and demonstrate independent thought and critical thinking skills
Must be detail oriented, be responsive, problem-solve difficult situations with internal and external customers and with process and/or systems issues.
What we offer:
Starting Pay for external hires is $20.00 – $24.00 / hour + Monthly Incentive Bonus Opportunity. The pay range included in this posting reflects future growth / earning potential.
Full range of benefits including Health, Dental and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match.
Generous PTO, 401K Savings Plan, Paid Parental Leave, free on-demand Virtual Fitness Training and more
Advancement Opportunities, professional skills training, and tuition /exam reimbursement
PayActiv – access earned income in between pay checks
Walgreens Discount – receive up to 25% off eligible items
Great culture with a sense of community
CareCentrix maintains a drug-free workplace#IDCCWe are an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law.CareCentrix accepts applications on an ongoing basis until a candidate is identified.
Apply Now
Act as First point of contact for escalated calls and requests
Responsible for the Assignment of work to Associates
Maintain Daily Boards updates-metrics, messages
Monitor and/or complete production, as applicable
Manages payer, provider and patient complaint resolution
Works with supervisors and staff employees to drive efficient call volume activity and management
Work with supervisors to create efficient work plans and daily assignments
Supports cross-functional process improvement efforts
Keeps abreast of technological and industry developments
Must perform other duties as required or assigned
SECONDARY RESPONSIBILITIES
Promote staff reliability
Encourage frequent communication among all staff members
Must respond to calls/e-mails in a timely manner
Be proficient with entering information into CART system
Projects/spreadsheets – across all operations
Act as a resource for Customer Service Representatives, line staff-research process issues
Monitor sensitive State Reports
Develop and administer operational policy
Qualifications
High School Diploma or the equivalent plus one year of experience in a CareCentrix Operations role
Knowledge of basic spreadsheet, word processing, and data entry with speed and accuracy is required
Has expert knowledge of department systems and processes, CareCentrix business protocols and regulatory knowledge
Ability to lead by example is also required
Candidate will possess excellent communication (verbal/written), organizational and interpersonal skills
Manage multiple tasks, be detail oriented, be responsive, and demonstrate independent thought and critical thinking
Must have strong organizational and interpersonal skills and be able to effectively manage and prioritize multiple tasks, and demonstrate independent thought and critical thinking skills
Must be detail oriented, be responsive, problem-solve difficult situations with internal and external customers and with process and/or systems issues.
What we offer:
Starting Pay for external hires is $20.00 – $24.00 / hour + Monthly Incentive Bonus Opportunity. The pay range included in this posting reflects future growth / earning potential.
Full range of benefits including Health, Dental and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match.
Generous PTO, 401K Savings Plan, Paid Parental Leave, free on-demand Virtual Fitness Training and more
Advancement Opportunities, professional skills training, and tuition /exam reimbursement
PayActiv – access earned income in between pay checks
Walgreens Discount – receive up to 25% off eligible items
Great culture with a sense of community
CareCentrix maintains a drug-free workplace#IDCCWe are an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law.CareCentrix accepts applications on an ongoing basis until a candidate is identified.
Apply Now