Best Benefits, Team Leader

  Your Daily Mission   As a Team Leader you will oversee and empower a dedicated team focused on assisting individuals in navigating, applying for, and securing vital benefits. You will serve as the operational anchor for your team—driving daily performance metrics, ensuring high-quality and empathetic member interactions, and providing ongoing coaching and development.The ideal candidate will combine strong people leadership with a sharp eye for operational excellence. You will actively monitor workflow queues, manage complex member escalations, and ensure strict compliance with program regulations and quality standards. By fostering a supportive and high-performing team culture, you will play a direct role in maximizing successful benefit awards and improving the quality of life for the individuals we serve.   Who You Are   Bachelor’s degree Operations account processing Strong operations service knowledge Basic to intermediate financial skills Medicare Medicaid Basic literacy Basic Fair Employment Practices Basic Office Protocol/Telephone Etiquette   The Reality of the Role   Assists in developing a sound short- and long-range plan for the organization. Serves as member of Operations Team. Keeps up-to-date on industry changes to reimbursement methodology, coverage policies, etc. and communicates implications as appropriate. Meets as necessary with leadership for ongoing project planning.   Assists management with development of the organization related policies, practices and attainment of operating goals while maintaining some management responsibility. Drives operational process improvements (including technology) into the team. Recommends changes to technology to improve service line performance and effectiveness. Responsible for current client customer satisfaction at the appropriate team level, particularly as it relates to the performance of the team. Maintains awareness of level of success in meeting goals and in meeting client expectations. Updates appropriate leadership on activities, issues, and concerns. Reviews account processing procedures, recommends and implements needed changes. Identifies opportunities for cross-team productivity. Works with other Team Leader(s) to manage overall workload. Interacts with Quality Coordinator to ensure cases are processed to meet quality expectations.   Supervises the operating activities of the business unit. Effectively communicates vision, mission, goals and objectives to staff. Facilitates buy-in from staff and communicates regularly on pending changes. Recommends annual scorecards components and manages necessary approved changes. Monitors and analyzes goals/key performance indicators and reviews monthly performance. Maintains and monitors data integrity and referrals in all appropriate Information Systems. Conducts quality audits on a routine basis.  Looks for performance trends and acts accordingly. Reviews quality audits on a routine basis.  Is expected to recommend, when indicated, changes having broader implications for service line policies and procedures. Monitors high profile accounts as directed. Conducts team and individual meetings on a regular basis to communicate best practices, overall concerns, goal attainment, etc. Assesses ongoing performance of associates, provides coaching and counseling and recommends training. Manages workload capacity to ensure proper utilization of resources (including transition plans). Handles account work and caseload for team members who are absent. Monitors and measures change. Provides regular and on-going technical training to Associates.   Ensures that all team Associates are working in concert. Reviews and offers recommendations for improvement in utilization of call-center functionality to increase productivity and effectiveness. “Call Monitors” the quality of the telemarketing representatives on a periodic basis.   Controls the human resource cost and growth Participates in interviewing and selection of staff. Review and approves time sheets in relation to budget. Review and approves expense reports in relation to budget.   Assists with the capital expenditure and asset redeployment activities. Reviews and analyzes monthly financial statements. Develops and monitors budget. Ensures that profit or year end goals are attained   Other duties as assigned