**Team Lead, Customer Care - Provider at arenaflex**

• *Join arenaflex's Dynamic Customer Care Team as a Team Lead and Shape the Future of Healthcare**

At arenaflex, we're on a mission to revolutionize the way healthcare is delivered and experienced. As a Team Lead, Customer Care - Provider, you'll play a vital role in leading our customer care team to ensure exceptional service, compliance, and regulatory standards are met. If you're passionate about delivering outstanding customer experiences, leading high-performing teams, and driving business growth, we want to hear from you.

• *About arenaflex**

arenaflex is a leading healthcare company dedicated to providing innovative solutions that improve the lives of our members and partners. We're committed to fostering a culture of inclusivity, diversity, and excellence, where our employees can grow, learn, and thrive. With a strong focus on customer-centricity, we're constantly seeking talented individuals who share our passion for delivering exceptional service and making a meaningful impact in the healthcare industry.

• *Job Summary**

As a Team Lead, Customer Care - Provider, you'll be responsible for leading and directing your team to achieve exceptional customer service, regulatory compliance, and departmental standards. You'll work closely with internal stakeholders, cross-functional partners, and external vendors to drive business growth, improve operational efficiency, and enhance customer satisfaction.

• *Key Responsibilities**

• Conduct regular coaching conversations to improve performance, provide feedback, and create performance improvement plans when necessary
• Document coaching and development conversations in our HR system to ensure accurate tracking and evaluation
• Complete performance appraisals, write corrective actions when needed, and provide constructive feedback to team members
• Facilitate monthly team meetings and huddles to foster a culture of team building, open communication, and continuous improvement
• Analyze data to identify trends, develop action plans, and make recommendations to improve team performance and customer satisfaction
• Monitor key operational performance indicators on a daily, weekly, and monthly basis to identify areas for improvement and develop solutions
• Identify processes, tools, systems, and behaviors that impact efficiency and customer service results, and develop continuous improvement solutions
• Build positive relationships with internal peers, leaders, and cross-functional partners through strong communication and follow-through
• Promote positive change management and facilitate timely resolution of member, provider, corporate, compliance, and other tasks requiring deadlines
• Implement, enforce, and support company and departmental policies and procedures
• Maintain a deep understanding of business, new products, tools, processes, and stay informed on industry trends and developments
• Monitor and evaluate calls for quality, compliance, efficiency, and customer satisfaction purposes, and actively participate in our internal quality program
• Conduct interviews and evaluate candidates for hiring purposes
• Perform other job duties as requested or assigned by management

• *Education and Experience**

• High School Diploma or GED required
• Associates Degree or equivalent years of relevant work experience preferred
• Minimum of three years (3) of customer service experience, including a minimum of one (1) year in a call center environment required
• Previous supervisory/leadership experience in a call center environment strongly preferred

• *Competencies, Knowledge, and Skills**

• Intermediate proficiency level in MS Word, Excel, and PowerPoint
• Ability to communicate verbally and in written form with various levels within the organization
• Ability to work independently and within a team environment
• Familiarity with the healthcare field and knowledge of Medicaid or Medicare preferred
• Attention to detail
• Critical listening and thinking skills
• Coaching and development skills
• Strategic management skills
• Proper grammar usage
• Time management skills
• Conflict resolution skills
• Customer service-oriented
• Leadership experience and skills
• Critical listening and thinking skills
• Decision-making/problem-solving skills

• *Licensure and Certification**

• None required

• *Working Conditions**

• General office environment; may be required to sit or stand for extended periods of time

• *Compensation Range**

$53,400.00 - $85,600.00

arenaflex takes into consideration a combination of a candidate's education, training, and experience, as well as the position's scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We're highly invested in every employee's total well-being and offer a substantial and comprehensive total rewards package.

• *Competencies**

• Create an Inclusive Environment
• Cultivate Partnerships
• Develop Self and Others
• Drive Execution
• Influence Others
• Pursue Personal Excellence
• Understand the Business

• *Why Join arenaflex?**

• Competitive compensation and benefits package
• Opportunities for professional growth and development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive training and support
• Flexible work arrangements and work-life balance
• Access to cutting-edge technology and tools
• Opportunities to make a meaningful impact in the healthcare industry

• *How to Apply**

If you're a motivated and results-driven leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!