Medicare Team Lead

Job Overview:
The main purpose of the Medicare Team Lead position is to continually work towards the development and improvement of their team as it relates to Medicare sales and Medicare related customer interactions. This Team Lead will ensure correct procedures are followed consistently and will routinely give directions to their team on what processes to follow and how to continually improve compliance and call close percentages. This Team Lead will also be responsible for the productivity within their assigned team to verify this meets established goals and objectives. This position will work closely with their team to ensure that all aspects of quality control and compliance procedures are closely monitored and addressed efficiently. When an employee needs help dealing with customer concerns, the Team Lead may step in, offer advice, or give corrective direction. This division of the department is new and previous experience will be leveraged to aid in establishing multiple policies and procedures.

Duties:
● Exhibit and demonstrate leadership qualities at all times and in all team and customer interactions.

● Aid in establishment and maintenance of a Medicare Quality Assurance process.

• Effectively identify any training opportunities within these calls.
• Effectively train and/or retrain any opportunities as needed.

● Ability to correctly assist team members with questions related to their duties and responsibilities.

● Develop team members through effective and recurrent training and coaching.

● Handle call escalations and provide follow up as needed to team and/or team members.

● Identify and address any opportunities related to company SOP’s with team members and report to Director of Ops on any repeated issues to be addressed with counseling and/or documentation.

● Communicate with the team on any updates or news related to company, performance and/or industry.

● Act as the “go-to” problem-solving contact for the team.

• Be fully available to answer “Let me ask my manager questions.”

● Identify and address any opportunity regarding time management within the team.

● Monitor team performance through progression of deadline, project or goal.

● Maintain and provide regular support and encouragement of the team.

● Strong schedule adherence is a requirement.

● Manage inbox and missed calls. Assign and reassign as available and prioritize order of return.

● Ensure data integrity between all systems and sites used to complete enrollments from the team.

Requirements:

• 3-5 Years of Medicare experience
• 3-5 Years of Call Center experience
• 1-2 Years of Manager, Supervisor or Team Lead experience
• 1-2 Years Experience training employees

We offer competitive compensation and benefits packages. This is a full-time position with opportunities for growth within our organization. If you are a motivated individual with excellent organizational skills and a passion for supporting teams, we encourage you to apply for this position.

Job Type: Full-time

Pay: $50,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Supplemental pay types:

• Bonus opportunities

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• Call center
• In-person
• Office

Ability to Relocate:

• Richardson, TX 75080: Relocate before starting work (Required)

Work Location: In person