Healthcare Customer Service Team Leader (Jax/Orlando Remote)

Centauri Health Solutions provides technology and technology-enabled services to payors and providers across all healthcare programs, including Medicare, Medicaid, Commercial and Exchange. In partnership with our clients, we improve the lives and health outcomes of the members and patients we touch through compassionate outreach, sophisticated analytics, clinical data exchange capabilities, and data-driven solutions. Our solutions directly address complex problems such as uncompensated care within health systems; appropriate, risk-adjusted revenue for specialized sub-populations; and improve access to and quality of care measurement. Headquartered in Scottsdale, Ariz., Centauri Health Solutions employs 1700 dedicated associates across the country. Centauri has made the prestigious Inc. 5000 list since 2019, as well as the 2020 Deloitte Technology Fast 500™ list of the fastest-growing companies in the U.S. For more information, visit www.centaurihs.com.
Role Summary:
Reports to a Director or Manager. Responsible for the financial growth and profitability of the team. Sphere of influence encompasses members of the team as well as other members of the service line.
Role Responsibilities:
The Team Leader oversees a team of Patient Access Coordinators who work with hospital patients providing outstanding Customer Service and care as they coordinate additional appointments. The Team Leader manages, trains, and guides their team, while creating a positive and collaborative atmosphere. The Team Leader brings a high level of energy and problem-solving skills to the team, and partners with the Service Line Manager to execute a variety of administrative, analytical, and reporting functions. We offer a vibrant, positive team culture with a focus on Customer Service and professional growth. We make a difference in the lives of our customers, our community, and our associates.
Assists in developing a sound short- and long-range plan for the organization.

• Serves as member of Operations Team.
• Keeps up-to-date on industry changes to reimbursement methodology, coverage policies, etc. and communicates implications as appropriate.
• Meets as necessary with leadership for ongoing project planning.

Assists management with development of the organization related policies, practices and attainment of operating goals while maintaining some management responsibility.

• Drives operational process improvements (including technology) into the team.
• Recommends changes to technology to improve service line performance and effectiveness.
• Responsible for current client customer satisfaction at the appropriate team level, particularly as it relates to the performance of the team.
• Maintains awareness of level of success in meeting goals and in meeting client expectations.
• Updates appropriate leadership on activities, issues, and concerns.
• Reviews account processing procedures, recommends and implements needed changes.
• Identifies opportunities for cross-team productivity.
• Works with other Team Leader(s) to manage overall workload.
• Interacts with Quality Coordinator to ensure cases are processed to meet quality expectations.

Supervises the operating activities of the business unit.

• Effectively communicates vision, mission, goals and objectives to staff.

• Facilitates buy-in from staff and communicates regularly on pending changes.
• Recommends annual scorecards components and manages necessary approved changes.
• Monitors and analyzes goals/key performance indicators and reviews monthly performance.
• Maintains and monitors data integrity and referrals in all appropriate Information Systems.
• Conducts quality audits on a routine basis. Looks for performance trends and acts accordingly.
• Reviews/completes quality audits on a routine basis.
• Is expected to recommend, when indicated, changes having broader implications for service line policies and procedures.
• Monitors high profile accounts as directed.
• Conducts team and individual meetings on a regular basis to communicate best practices, overall concerns, goal attainment, etc.
• Assesses ongoing performance of associates, provides coaching and counseling and recommends training.
• Manages workload capacity to ensure proper utilization of resources (including transition plans).
• Handles account work and caseload for team members who are absent.
• Monitors and measures change.
• Provides regular and on-going technical training to Associates.

Controls the human resource cost and growth

• Participates in interviewing and selection of staff.
• Review and approves time sheets in relation to budget.
• Review and approves expense reports in relation to budget.

Ensures that profit or year end goals are attained
Other duties as assigned
Role Requirements:

• Two years previous supervisory call center experience
• Experience in employee evaluations, corrective counseling, motivational techniques, and employee development
• Outstanding leadership abilities, including the ability to supervise and manage the activities of numerous people and effectively resolve conflict
• Demonstrated ability to motivate, direct and coach staff.
• Experience in healthcare or healthcare technology a plus
• Strong communication and leadership skills
• Strong computer, analytical and problem-solving skills
• Proven ability to multi-task and perform in a fast-paced environment
• Associates degree or higher preferred

We believe strongly in providing employees a rewarding work environment in which to grow, excel and achieve personal as well as professional goals. We offer our employees competitive compensation and a comprehensive benefits package that includes generous paid time off, a matching 401(k) program, tuition reimbursement, annual salary reviews, a comprehensive health plan, the opportunity to participate in volunteer activities on company time, and development opportunities. This position is bonus eligible in accordance with the terms of the Company's plan.
Centauri currently maintains a policy that requires several in-person and hybrid office workers to be fully vaccinated. New employees in the mentioned categories may require proof of vaccination by their start date. The Company is an equal opportunity employer and will provide reasonable accommodation to those unable to be vaccinated where it is not an undue hardship to the company to do so as provided under federal, state, and local law.
Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.
This position is bonus eligible in accordance with the terms of the Company's plan.
Other details

• Job Family Team Lead
• Pay Type Salary
• Min Hiring Rate $42,660.00
• Max Hiring Rate $56,500.00

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