Responsibilities

The Team Lead services as the front-line supervisor by managing and directing the activities of a team of Member Service Representatives who provide customer support to members, providers and an expanding portfolio of health plan options. The Team Lead oversees the day-to–day planning of department operations including reviewing and updating phone line queues, employee skillsets and employee schedules to ensure the department consistently meets production standards and quality customer service is delivered. This position continually examines team performance, provides feedback, makes recommendations for training and implements action plans to sustain and improve team performance. The Team Lead disseminates information to the department in a timely, organized manner and is also responsible for communicating fundamental goals, assignments and expectations to the team.

Job Title: Member Services Team Lead

Location: Pearland Administrative Office

Department: Member Provider Services

Job Type: Full Time

Salary Range: $ 54,186 - $66,936 (Pay is based on several factors including but not limited to education, work experience, certifications, etc.)

Qualifications

Education

Required: High School Diploma

Preferred: Associates or Bachelor’s Degree

Experience

Required: 7 years of experience in a call center environment at health plan or a health care organization.

Competent working knowledge of health insurance plans including prescription Drug Benefits.

Demonstrated knowledge of CMS Regulations and Texas Department of Insurance Regulations including

working knowledge of member complaints, grievance, and appeals processing.

Ability to utilize reports to make data driven decisions and monitor staff performance.

Proficient in conflict resolution, group interaction and team building.

Demonstrated ability to work independently and develop creative solutions to ongoing issues.

Preferred: 3-5 years Team Lead or Supervisory experience

Previous experience using a call documentation system and phone auditing systems.

Knowledge of Medical Terminology including CPT and ICD9 coding.

Demonstrated ability in handling a high case load of complex issues.

Competent working knowledge of KelseyCare Advantage benefit plans, contacts and systems.

License(s)

Required: N/A

Preferred: N/A

Special Skills

Required: Experience using Microsoft Excel, Microsoft Word and a variety of software applications.

Knowledge and experience with Call Center technologies including Call Routing systems.

Preferred: EPIC” Tapestry Experience.

Other

Required: Excellent interpersonal, written, oral and presentation skills.

Strong ability to coach, counsel and motivate performance.

Preferred: Spanish Speaker

Working Environment: Office

About Us

Start your career journey and become a part of a community of renowned Healthcare professionals. Kelsey-Seybold Clinic is Houston’s fastest growing, multispecialty organization with more than 40 premier locations and over 65 specialties. Our clinics are comprised of more than 600 physicians and as we continue to grow, our focus is providing quality patient care by adding to our team of clinical and non-clinical professionals that work together in a convenient, coordinated, and collaborative manner. Enjoy the rewards of a successful career while maintaining a work/life balance by joining our team today and changing the way health cares.

Why Kelsey-Seybold Clinic?

• Medical, Vision, and Dental

• Tuition Reimbursement

• Company Matching 401K

• Employee Reward and Recognition Program

• Paid time off for vacation, sick, and holidays

• Employee Assistance Program

• Continuing Medical Education allowance

Kelsey-Seybold Clinic strives to provide equal opportunity employment without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, genetic information, disability, veteran status, or any other basis protected by organizational policy or by federal, state, or local laws unless such distinction is required by law. Kelsey-Seybold is a VEVRAA Federal Contractor and desires priority referrals of protected veterans.