---

---

Location

Thornhill, ON | Canada

---

Job description

Our Client in Thornhill, Ontario, is looking for an  experienced individual to be the Customer Service Team Lead to lead their team :

This person will be accountable for:

• Supporting and facilitating efficient communication and first call resolution for patients, providers and clients to ensure quality customer service regarding benefit verification, eligibility and claim/payment status.
• Supporting the operation of the team while demonstrating leadership, knowledge, standards of practice, policies and procedures, and the goals of the organization.

Responsibilities:

• Monitoring phone queues and email inboxes to ensure processing and turnaround times meet targets.
• Interacting with customers by phone, email or in person to ensure the delivery of efficient, effective, and courteous service (approximately 20-25% of time).
• Supporting the team with pre-certifications and patient eligibility for insurance coverage and verification of eligibility as applicable.
• Coordinating customers service needs with other departments, as required, to ensure proper delivery of the services.
• Providing coaching and development with staff on a regular basis to address successes and opportunities for improvement.
• Utilizing problem solving, negotiating and mentoring skills to resolve solve escalations and conflicts.
• Working with Operations Manager and Director, Care Coordination to develop, monitor and report KPIs.
• Acting as first point of contact for daily operations and any matters of escalation from clients, members and staff.
• Investigating and conducting preliminary reports for Client complaints.
• Conducting quality monitoring and coaching of the front-line group in order to develop a consistent voice.
• Assisting in the development of training materials, policies and procedures and workflows.
• Tracking attendance to ensure group is adequately staffed.
• Conducting employee performance evaluations.
• Participating and facilitating the review, implementation and execution of contact centre and specific insurance application (i.e. cloud base systems, CRM, etc.)

REQUIREMENTS

• Post secondary education or related equivalent experience.
• Full proficiency with English is required; secondary language skills an asset.
• 2-5 years of customer service and team lead experience.
• Excellent computer and organizational skills.
• Medical Terminology training an asset.

Competitive salary and benefits offered.

For questions and to apply, please send your resume to:

Rachel Hoevenaars CIP CRM
Recruitment Consultant
My Insurance Recruiter
JOB Ref # JOS000000569

---

Job tags

---

---

Salary