Customer Care Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver real-time floor and operational assistance to MCCP advocates

• Act as a primary reference for process inquiries, complex cases, and issue resolution

• Execute and provide guidance on senior or advanced-level advocate duties

• Take ownership or coordinate escalated member issues and complaints

• Research and assist with intricate member inquiries, tickets, account-related matters, and operational tasks

• Mentor associates and reinforce standards in quality, documentation, productivity, customer service, and process expectations

• Monitor queues and allocate workloads to maintain service levels

• Support inbound and outbound calls, tickets, and other operational tasks as required

• Offer guidance utilizing approved procedures, job aids, and available resources

• Collaborate with Operations, IT, Quality, Training, Client Services, and other support teams

• Identify recurring member issues, operational trends, and process deficiencies

• Assist in new-hire development, cross-training, nesting, knowledge reinforcement, and changes to processes or workflows

• Establish effective working relationships and exercise sound judgment when addressing challenging situations

⛳️ Requirements

• High School Diploma is mandatory

• Further education or specialized training is advantageous

• Over one year of experience in a customer service contact center environment is required

• Proven success in an advanced or senior customer care/member services position is preferred

• Experience in PBM, pharmacy, healthcare, or related fields is desired

• Familiarity with MCCP processes, workflows, systems, and escalation procedures is preferred

• Previous involvement in handling complex cases, escalations, peer development, training, or floor support is preferred

• Consistent performance in quality, productivity, attendance, adherence, and professionalism

• Proven mastery of current-level MCCP responsibilities

• Successful completion of necessary MCCP training and applicable cross-training

• Proven ability to independently research and resolve intricate member issues

• Effective management of escalations and challenging member situations

• Capability to provide accurate guidance and support to peers

• Strong skills in documentation and follow-up

• Demonstrated coaching, communication, and leadership skills

• Ability to efficiently balance member support with operational duties

• Willingness to adapt to changing business needs and priorities

• Minimum internet speed requirement: 100 Mbps download / 10 Mbps upload

• Cell phone capable of receiving VPN push notifications

• Designated workspace to minimize background noise

• Hard-wired internet connection using a network cable

🏝️ Benefits

• Remote work arrangement

• Internet speed requirement and HR verification via speed test

• VPN push notifications supported through cell phone

• Dedicated workspace

• Hard-wired network connection using a modem/router and 10-foot network cable

• Equal opportunity employment