Team Lead, Customer Care (Ridgeland, Mississippi)

TrueCare Team Lead, Customer Care

TrueCare is a Mississippi non-profit, provider-sponsored health plan formed by a coalition of Mississippi hospitals and health systems throughout the state and supported by CareSource's national leadership in quality and operational excellence. TrueCare offers locally based provider services through provider engagement representatives and customer care. Our sole mission is to improve the health of Mississippians by leveraging local physician experience to inform decision-making, aligning incentives, using data more effectively, and reducing friction between the delivery and financing of health care. By doing so, TrueCare will change the way health care is delivered in Mississippi.

Job Summary

The Team Lead, Customer Care is responsible for leading and directing their team to ensure goals, regulatory, compliance, and department standards are met.

Essential Functions

• Conduct regularly scheduled coaching conversations; listening and providing feedback for improved performance, and when applicable, create performance improvement plans
• Properly document coaching and development conversations in HR system
• Complete performance appraisals; write appropriate corrective actions, when needed
• Conduct monthly team meetings and huddles to inform, drive, and foster an environment of team building and allow for ongoing communications
• Analyze and leverage data to make recommendations, decisions and improve team performance
• Monitor key operational performance indicators on a daily, weekly, monthly basis to identify key trends and develop action plans that address opportunities
• Identify processes, tools, systems, and behaviors that cause negative impact on efficiency and customer service results, leading to continuous improvement solutions
• Build positive relationships and interactions with internal peers, leaders, and cross functional partners through strong follow through and communication
• Promote positive change management
• Facilitate timely resolution of member, provider, corporate, compliance, and any other tasks requiring deadlines
• Implement, enforce, and support company and departmental policies and procedures
• Maintain a deep understanding and stay informed on business, new product, tools, processes, etc
• Monitor and evaluate calls for quality, compliance, efficiency, and customer satisfaction purposes; actively participate in the internal quality program
• Conduct interviews and evaluate candidates for hiring purposes
• Performs any other job related duties as requested

Education and Experience

Competencies, Knowledge and Skills

Licensure and Certification

Working Conditions

Compensation Range

$48,060.00 - $77,040.00 CareSource takes into consideration a combination of a candidate's education, training, and experience as well as the position's scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee's total well-being and offer a substantial and comprehensive total rewards package.

Compensation Type (hourly / salary) : Salary

Organization Level Competencies

This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an inclusive environment that welcomes and supports individuals of all backgrounds.