Descripción del puesto

This position is responsible for balancing workloads, assisting with establishment of structure and standardization, creation and updating of departmental guidelines, procedures and implementation and maintenance of oversight within the Department. Monitoring of processing of cases, production and quality are required. Improvement initiatives Additional functions of this role are supervising overall case inventory, resolving escalated case issues and assisting with policy, regulatory or contractual questions and concerns. This position also will assist in audit related decision making and in training new hires and on job-specific roles and responsibilities.

Essential duties and Team Lead Responsibilities

• Follow up with team on co-ordinations for local and international medical assistance over the phone or email following guidelines, in a timely and professional manner
• Create an environment oriented towards trust, open communication, creative thinking, and cohesive team effort.
• Work closely with supervisor to ensure communication is fluent and timely.
• Collaborate with members of the team to ensure quick resolution of cases and situations
• Provide the team with vision and objectives based on strategy shared by management.
• Performance Management: Monitor Cases, Schedule Adherence and productivity
• Be on call every other weekend
• Schedule flexibility to assist team outside your work hours
• Solid knowledge of processes, procedures and travel insurance
• Motivate and inspire team members. Lead by setting a good example (role model) – walk the talk!
• Maintain professional and technical knowledge
• Step in to manage any escalations or complaints within the team, refer for managers support when required
• Maintain an environment of trust, open communication and cohesive team effort
• Share strategy, vision and objectives set by management-everything we do is towards reaching this goal.
• Provide ongoing and timely coaching and training to the team on new clients/policies/procedures and areas of improvement.

Requisitos

• Bilingual, proficiency in English and Spanish.
• Experience in the health insurance industry.
• Experience handling customer service calls.
• Excellent oral and written communication skills, assertive and well-articulated.
• Capacity for teamwork and collaboration.
• Strong interpersonal skills and attention to detail.
• Skilled with Microsoft Office programs.
• Experience as Team Leader or similar supervisory capacity

Beneficios

• Medical and hospital insurance (after 3 months)
• Food vouchers - Pluxee. (after 3 months)
• Assigned parking
• Birthday Leave
• Integration activities.