Team Lead Senior Products

Under the general direction of Call Center Supervisor, is responsible for providing accurate and thorough interpretation of Harvard Pilgrim Stride of NH, claims processes, eligibility and enrollment policies to customers.

In addition to providing accurate technical information, the Team Lead, Senior Products Member Services Call Center is responsible for resolution of complex customer inquiries,the facilitation of problem resolution, andacting as a customer advocate by meeting or exceeding customers’ expectations.

Key Responsibilities/Duties – what you will be doing

The Team Lead, Senior Products Member Services Call Center is expected to take personal and complete responsibility for every interaction with a customer by providing outstanding service as a means to build customer loyalty, improve customer retention, and satisfy corporate customer service goals and objectives.

The Team Lead, Senior Products Member Services Call Center plays an integral role in:

Coaching and mentoring new and existing staff, conducting side by side sessions, floor support, and chat support

Providing coverage in the absence of supervisor,Handling of escalated calls and/or member walk-ins Continuous queue monitoring to ensure real time adherence

Service Form audits

Special project assignments. May assist with testing systems as a department SMEAdditionally, the Team Lead, Senior Products Member Services Call Center has the opportunity of using this position as a stepping stone to career development, including toward the role of Supervisor.

Commitment to Diversity, Equity & Inclusion

Point32Health is committed to making diversity, equity, and inclusion part of everything we do—from product design to the workforce driving that innovation. Our DEI strategy is deeply connected to our core values and will evolve as the changing nature of work shifts.

Programming, events, and an inclusion infrastructure play a role in how we spread cultural awareness, train people leaders on engaging with their teams and provide parameters on how to recruit and retain talented and dynamic talent. We welcome all applicants and qualified individuals, who will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Who We Are

Point32Health is a leading health and wellbeing organization, delivering an ever-better personalized health care experience to everyone in our communities. At Point32Health, we are building on the quality, nonprofit heritage of our founding organizations, Tufts Health Plan and Harvard Pilgrim Health Care, where we leverage our experience and expertise to help people find their version of healthier living through a broad range of health plans and tools that make navigating health and wellbeing easier.

We enjoy the important work we do every day in service to our members, partners, colleagues and communities.

Talent

Boost is now Ignyte AI.

This job has been posted by Ignyte AI on behalf of Point32Health. Ignyte AI is committed to the fundamental principle of equal opportunity and equal treatment for every prospective and current employee. It is the policy of Ignyte AI not to discriminate based on race, color, national or ethnic origin, ancestry, age, religion, creed, disability, sex and gender, sexual orientation, gender identity and/or expression, military or veteran status, or any other characteristic protected under applicable federal, state or local law

Req ID:

R6725