Senior Team Lead - Operations - Policyholder Services

Work
Location: Pensacola, FL

Position: Team Lead, Policyholder
Services

Department: Policyholder Services (PHS)

Reports
to: Manager, Policyholder Services

Job
Summary:

The Team
Lead of PHS distributes the daily work through the workflow system to the PHS
Representatives, as well as email, escalations and oversees the daily workflow
queues. Team Lead will work closely with
the Manager of PHS as well as the PHS Representatives and other business
departments to coordinate daily work and projects to meet time lines and client
SLA. Coordinate, monitor and be
accountable to enact changes necessary coordination of processes across
departments. This Team Lead must have
excellent organizational skills and attention to details, time management
skills, knowledge of software and systems used, as well as processing task
knowledge. .

Major
Responsibilities in Order of Importance:

Distribute
daily work to PHS staff – ensure timeliness of functions performed and
reporting of workflow status to managementProvide
training to new and existing PHS Representatives on specific job tasks,
procedures and SOPs, including specific Client company guidelines.Maintain
process and procedures manual and SOP documentation.Maintain
Training matrix of departmental staff members and functional training completed
and requiredCommunicate
with PHS Manager and/or VP of Business Operations regarding any “red flags”
regarding workload, training deficiencies, or tools needed for job performance.Maintain
and communicate changes of Client requirements and protocols for all clients,
including updates to the business requirements for each client company as
applicableGenerate
monthly SLA reporting as requiredMonitor
production and work performance and provide refresher training for staff
members identifiedHandles
escalated complaints in a timely mannerProvides
feedback to Manager regarding service failures or client concernsProvides
exceptional customer service to all internal and external contacts.

SUPERVISORY
RESPONSIBILITIES

Carries
out supervisory responsibilities in accordance with the organization’s policies
and applicable laws. Responsibilities include: interviewing, hiring and
training employees; planning, assigning and directing work; addressing
complaints and resolving problems.

QUALIFICATIONS

To
perform this job successfully, an individual must be able to perform each
essential duty satisfactorily. The requirements listed below are representative
of the knowledge, skill, and/or ability required. Reasonable accommodations may
be made to enable individuals with disabilities to perform the essential
functions.

EDUCATION
and/or EXPERIENCE

Bachelors’
degree from a four year college or university preferred. Three to five years
progressive managerial related experience in a health/insurance environment.

Detail-oriented
with excellent organizational skills. Ability to multi-task. The ability to
react and adapt to changes in workflow routines. Must be proficient in
Microsoft Word, Excel and Outlook.

LANGUAGE
SKILLS

Ability
to read, analyze and interpret the most complex documents. Ability to respond
effectively to the most sensitive inquiries and complaints. Ability to write
speeches and articles using original or innovative techniques or style.

COMPETENCIES

Delegation
skills, leadership skills, decision-making skills, organizational/planning
skills, ability to take initiative and result driven.

MATHEMATICAL
SKILLS

Ability
to calculate figures and amounts such as discounts, interest, commissions,
proportions, percentages, area, circumference and volume. Ability to apply
concepts of basic algebra and geometry.

REASONING
ABILITY

Ability
to define problems, collect data, establish facts and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions.

CERTIFICATES,
LICENSES, REGISTRATIONS

None

PHYSICAL
DEMANDS

The
physical demands described here are representative of those that must be met by
an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities
to perform the essential functions.

The
noise level in the work environment is usually moderate.

The
physical demands include:

Sitting
– continuousStanding
– occasionalWalking
– occasionalLifting
- occasional

WORK
ENVIRONMENT

Office Setting