Team Lead Care Advisor

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

📋 Description

• Utilize reporting and analytics on a daily basis to achieve team SLA objectives

• Serve as a peer mentor and quality advocate

• Support call audits, remedial training, and reverse shadowing initiatives

• Conduct monthly surveys with members

• Investigate and address escalations from members, caregivers, and health plans

• Monitor and communicate trends that impact the member experience

• Strategically present suggestions for process improvements

• Participate in weekly team meetings and foster a positive team environment

• Act as an on-demand resource for teammates through various communication channels

• Provide coverage as necessary

• Collaborate effectively with CareLinx team members and other internal teams

• Perform additional responsibilities as assigned

⛳️ Requirements

• Proficient in Microsoft Office/Google Suite

• High school diploma or equivalent is required

• Minimum of one year of experience in a call center setting or at least two years in a customer service role

• Internal applicants must have a minimum of six months of successful experience as a Care Advisor

• Capability to de-escalate dissatisfied members and ensure a positive experience

• Ability to identify, monitor, and communicate trends affecting the member experience

• Outstanding prioritization and time management abilities

• Self-driven; capable of solving problems independently

• Excellent organizational skills and ability to multitask

• Comfortable working autonomously and remotely

• Professional, confident, and outgoing attitude

• Strong verbal and written communication skills

• Exceptional attention to detail

• Ability to maintain strict confidentiality and exercise sound judgment

• Possess leadership qualities to guide the team and provide valuable insights

• Willingness to go above and beyond

• Ability to sit for extended periods while working at a desk and using a computer

🏝️ Benefits

• Comfortable working from home

• Remote work arrangement

• Equal Opportunity Employer protections