Experienced Team Lead, Customer Care - Provider and Strategic Operations Leader for Enhanced Customer Experience and Team Performance

Introduction to blithequark At blithequark, we are passionate about delivering exceptional customer experiences and fostering a culture of excellence within our teams. As a leader in our industry, we recognize the importance of having talented and dedicated professionals who can drive our mission forward. Our customer care team is at the heart of our operations, ensuring that every interaction with our customers is met with empathy, understanding, and a commitment to resolving their needs efficiently. We are now seeking an experienced Team Lead, Customer Care - Provider to join our dynamic team and play a pivotal role in leading our customer care operations to new heights of success and customer satisfaction. Job Summary The Team Lead, Customer Care - Provider will be responsible for leading and directing their team to ensure that all goals, regulatory compliance, and department standards are not only met but exceeded. This role is critical in fostering a team environment that is conducive to growth, learning, and high performance. The ideal candidate will have a strong background in customer service, preferably within a healthcare setting, and experience in leading teams to achieve exceptional results. If you are a motivated leader with a passion for customer care and team development, we encourage you to apply for this exciting opportunity at blithequark. Key Responsibilities Conduct regularly scheduled coaching conversations with team members, providing constructive feedback and creating performance improvement plans when necessary to enhance individual and team performance. Document all coaching and development conversations in our HR system to ensure transparency and accountability. Complete performance appraisals, writing corrective actions when needed, and ensuring that all team members are aware of their strengths and areas for improvement. Lead monthly team meetings and huddles to inform, drive, and foster an environment of team building, allowing for ongoing communications and feedback. Analyze and leverage data to make informed recommendations and decisions that improve team performance and customer satisfaction. Monitor key operational performance indicators on a daily, weekly, and monthly basis to identify trends and develop action plans that address opportunities for improvement. Identify processes, tools, systems, and behaviors that negatively impact efficiency and customer service results, leading to the development of continuous improvement solutions. Build and maintain positive relationships with internal peers, leaders, and cross-functional partners through strong follow-through and effective communication. Promote positive change management, facilitating the implementation of new processes and technologies that enhance our customer care operations. Ensure the timely resolution of member, provider, corporate, compliance, and other tasks requiring deadlines, prioritizing efficiency and customer satisfaction. Implement, enforce, and support blithequark and departmental policies and procedures, ensuring compliance and adherence to regulatory standards. Maintain a deep understanding of our business, staying informed about new products, tools, processes, and industry developments to provide expert guidance and support to the team. Monitor and evaluate calls for quality, compliance, efficiency, and customer satisfaction purposes, actively participating in our internal quality program to drive continuous improvement. Conduct interviews and evaluate candidates for hiring purposes, contributing to the growth and development of our customer care team. Perform any other job duties as requested or assigned, demonstrating flexibility and a commitment to supporting the team and the organization. Essential and Preferred Qualifications To be successful in this role, you will need: A High School Diploma or GED as a minimum educational requirement. An Associate's Degree or equivalent years of relevant work experience is preferred, demonstrating your commitment to professional development and education. A minimum of three years of customer service experience, with at least one year in a call center environment, is required. This experience should include a strong understanding of customer service principles, conflict resolution, and team collaboration. Previous supervisory or leadership experience in a call center environment is strongly preferred, as this role requires the ability to lead, motivate, and develop a team of customer care professionals. Skills and Competencies The ideal candidate will possess: Intermediate proficiency in MS Word, Excel, and PowerPoint, with the ability to learn and adapt to new software and systems. Excellent verbal and written communication skills, with the ability to communicate effectively with various levels within the organization. The ability to work independently and within a team environment, demonstrating flexibility and a collaborative mindset. Familiarity with the healthcare field and knowledge of Medicaid or Medicare is preferred, although not essential. Strong attention to detail, critical listening and thinking skills, and the ability to make informed decisions. Coaching and development skills, with the ability to provide constructive feedback and support the growth of team members. Strategic management skills, with the ability to analyze data, identify trends, and develop action plans to improve team performance and customer satisfaction. Proper grammar usage, time management skills, and conflict resolution skills are also essential for success in this role. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Team Lead, Customer Care - Provider, you will have access to a range of training and development opportunities, including: Leadership development programs to enhance your skills and knowledge. Industry-specific training to deepen your understanding of the healthcare sector and customer care best practices. Coaching and mentoring from experienced professionals within the organization. Opportunities for career advancement, as we recognize and reward talent and performance. Work Environment and Company Culture blithequark offers a dynamic and supportive work environment that is conducive to growth, learning, and success. Our company culture is built on the principles of inclusivity, respect, and empathy, and we are committed to creating a workplace where everyone feels valued and supported. As a member of our team, you can expect: A collaborative and team-oriented environment that fosters open communication and feedback. A culture of recognition and reward, where your contributions are acknowledged and valued. Opportunities for professional development and growth, as we invest in the future of our employees. A comprehensive benefits package that supports your well-being and quality of life. Compensation, Perks, and Benefits The compensation range for this role is $53,400.00 - $85,600.00, depending on your experience and qualifications. At blithequark, we offer a competitive salary and benefits package that includes: A comprehensive health insurance plan, including medical, dental, and vision coverage. A 401(k) retirement savings plan, with company match. Paid time off and holidays, to support your work-life balance. Opportunities for bonuses and incentives, based on individual and company performance. Conclusion If you are a motivated and experienced customer care professional looking for a new challenge, we encourage you to apply for the Team Lead, Customer Care - Provider role at blithequark. This is an exciting opportunity to join a dynamic team and contribute to the success of our organization. With a commitment to your growth and development, a supportive work environment, and a comprehensive benefits package, we believe that blithequark is the ideal place to build your career. and take the first step towards an exciting and rewarding future with our team.