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J180759

Operations Lead Care Connect Elite

Allegheny Health Network

Company :

Allegheny Health Network

Job Description : 

GENERAL OVERVIEW:

The Operational Lead for the Care Connect Elite team is responsible for the hands on support of the team. He/she will have to understand scheduling for all service lines and be able to provide efficient and accurate support to the members of the team. He/she will be responsible for identifying performance issues and escalate accordingly to management. He/she can/will work any shift on an as needed basis. As necessary, the Representative will respond to complex caller inquiries, complaints and high volume calls.

ESSENTIAL RESPONSIBILITIES:

  • Provides subject matter expertise to representatives in his/her pod.
  • Monitors QA results to evaluate and educate to ensure improved agent performance and adherence to standard protocol.
  • Uses prior experience and expertise to identify trends within call logs to proactively correct issues before they escalate.
  • Assists management with generating and interpreting quality assurance and productivity reports.
  • Answers a multiple line telephone system and processes complex medical service requests in a confidential manner with strict adherence to policies and procedures, as required.
  • Work collaboratively with supervisors to formulate solutions to enhance agent performance.
  • Educates Call Center Representatives on standard protocols and customer service best practices.
  • Performs other duties as assigned or required.

QUALIFICATIONS:

Minimum

  • GED/High School diploma
  • Must pass competency test for position
  • Five years or more years of progressive call center experience OR three years’ experience of training staff OR six months of internal call center experience

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements. 

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability. 

EEO is The Law

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity ( https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf )

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.

For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org

California Consumer Privacy Act Employees, Contractors, and Applicants Notice


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