[Remote] Customer Service Team Leader

Note: The job is a remote job and is open to candidates in USA. PacificSource Health Plans is dedicated to helping members access quality, affordable care. The Customer Service Team Leader will supervise and provide guidance to Customer Service Representatives, manage hiring and performance evaluations, and drive process improvements within the team.ResponsibilitiesProvide supervision, coaching, training, support, evaluation and leadership to assigned staffAssist with hiring, staff development, coaching, performance reviews, corrective actions, and termination of employees. Provide feedback, including regular one-on-ones and performance evaluations, for direct reportsAssist with process improvement and work with other departments to improve interdepartmental processes. Utilize lean methodologies for continuous improvement. Utilize visual boards and daily huddles to monitor key performance indicators and identify improvement opportunitiesMonitor, evaluate and report service performance for the department and determine staffing needs related to day-to-day performance goalsInvestigate and settle issues not resolvable by customer service representatives. Relay information for dispute resolution to appropriate departments and personnelAssist with answering inquiries received by phone, mail, e-mail or in person, providing exceptional serviceAssist in appeal research and resolutionCoordinate business activities by maintaining collaborative partnerships with key departmentsAssist with hiring, staff development, coaching, performance reviews, corrective actions, and termination of employeesActively participate as a key team member in department meetingsActively participate in various strategic and internal committees in order to disseminate information within the organization and represent company philosophyServe as back-up to the Customer Service Manager as neededMaintain department visual boardMeet department and company performance and attendance expectationsFollow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health informationPerform other duties as assignedSkillsHigh School Diploma or equivalent requiredTwo years medical insurance or other healthcare related field preferredPrior customer service/call center experience preferredClaims processing preferredExperience in leadership preferredComputer Skills, Typing and 10-key requiredAbility to read and comprehend both written and spoken EnglishCommunicate clearly and effectivelyMedical terminology, CPT & ICD-9 coding preferredMicrosoft word/excel preferredCompany OverviewFounded in 1933, PacificSource is a not-for-profit health insurer for people and organizations throughout the Northwest. It was founded in 1933, and is headquartered in Springfield, Oregon, USA, with a workforce of 1001-5000 employees. Its website is http://www.pacificsource.com.