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Contact Center Team Lead- MRR Operations

Company: Inovalon, Inc.
Location: Phoenix
Posted on: January 17, 2020

Job Description:

OverviewThe Contact Center Team Lead- MRR Operations is responsible for scheduling regular and high volume client requests as well as investigating and providing resolution or escalation for site complaints. As skills develop in the role, the Team Lead will also complete site merging and follow up on missing data. Additionally the Team Lead will develop in the role and may assist the Supervisor with providing assistance to RS IIs, monitoring team production, and conducting side by side training. Additional project tasks and mentoring opportunities may be required, depending on project and team needs. The incumbent will communicate any changes, updates or issues to their Supervisor or Operations Manager.Responsibilities

  • Assist Supervisors and Management in meeting and exceeding daily, weekly, and monthly goals
  • Motivating and inspiring the team to exceed operational goals
  • Working with new hire staff during their nesting period to answer questions, mentor, and provide feedback on their performance.
  • Looking for development and continuous improvement opportunities for the team
  • Provide feedback to the Supervisor regarding any trends noted that would warrant further trainings, IT support, etc.
  • Communicating the companys purpose, core values, and vision to front line colleagues.
  • Actively participating in team meetings and providing trainings as needed
  • Produce reports reflecting individual and overall results
  • Analyze trend data from reports
  • Utilize strong written and verbal communication
  • Influence and support identified training needs
  • Assist as training support for new call center colleagues when needed
  • Facilitate trainings on identified operational improvement needs
  • Support remediation activity------
  • Investigate and provide resolution or escalation of site complaints
  • Providing sites with additional information needed for reviews such as Dates of Service, Medical Numbers, Account Numbers, and Point of Service
  • Provide administrative support to management including scheduling staff meetings, organizing and producing documents, maintaining filing systems, mailings and other daily tasks incidental to operations
  • Special Site and Med Group handling; In depth research of large medical organizations and hospitals
  • SME (Subject Matter Expert) on project and team geographic responsibility; may be called upon to generated daily work lists and distribute to team members
  • Merging multiple sites and ensuring charts are at the proper location
  • Provide mentoring to new team members and point of contact for questions
  • Conduct bad data analysis and finalize lists for project activation
  • Maintain compliance with Inovalons policies, procedures and mission statement
  • Adhere to all confidentiality and HIPAA requirements as outlined within Inovalons Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position
  • Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the CompanyQualifications
    • 1-5 years as a Review Specialist preferred depending on location and business need
    • Strong Communication Skills; Professionally skilled in personal presentation, verbal, and written communication
    • Highly computer literate
    • Detail oriented
    • Meticulous organizational skills
    • Strong negotiation skills
    • Demonstrated ability to meet and exceed productivity and quality expectations
    • Demonstrated ability to develop solutions to project challengesDemonstrated use of effective time management and multi-tasking skills

Keywords: Inovalon, Inc., Phoenix , Contact Center Team Lead- MRR Operations, Other , Phoenix, Arizona

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