Customer Service Team Lead, Medicare Advantage

Customer Service Manager

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

Responsible for overseeing customer service representatives and ensuring the delivery of high-quality customer service by managing the team's performance, providing guidance and support, and fostering a positive customer experience.

Essential Functions

• Lead and supervise a team of customer service representatives, providing direction, guidance, and support.
• Handle escalated customer inquiries, complaints, or complex issues that require a higher level of expertise.
• Identify training needs and provide coaching or training sessions to enhance the skills and knowledge of team members.
• Provide regular feedback to team members, recognize achievements, and address performance issues in a timely and constructive manner.
• Implement and enforce quality control measures to ensure consistent and excellent customer service.
• Continuously evaluate customer service processes and identify opportunities for improvement.
• Handle escalated customer issues that cannot be resolved by customer service representatives.

Qualifications

Some High School Completed required Bachelor's Degree Related Field of Study preferred Experience Customer Service Experience 3-5 years required and Leadership / Supervisory Experience 1-2 years required Knowledge, Skills and Abilities - Familiarity with customer service best practices, techniques, and standards is essential. Ability to motivate and inspire a team, delegate tasks, provide guidance and support, and resolve conflicts. Excellent verbal and written communication skills. Strong problem-solving skills to address customer inquiries, complaints, and complex issues. Strong interpersonal skills, including the ability to establish rapport, resolve conflicts, and maintain professional relationships. Excellent organizational skills to manage multiple tasks, prioritize responsibilities, and meet deadlines.

Additional Job Details

M-F Eastern Business hours required for remote role Quiet, secure, stable, compliant work station required

Remote Type

Remote

Work Location

399 Revolution Drive

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$25.00 - $35.77 / Hourly

Grade

EEO Statement

Mass General Brigham Health Plan Holding Company, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and / or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.