**Experienced Lead Customer Solution Center Service Representative – Healthcare Call Center Operations**

At arenaflex, we're dedicated to providing access to quality healthcare for Los Angeles County's vulnerable and low-income communities. As a leader in the healthcare industry, we're committed to delivering exceptional customer service and support to our members and providers. We're seeking an experienced and skilled Lead Customer Solution Center Service Representative to join our team and help us achieve our mission. **About arenaflex** arenaflex is a leading healthcare organization that serves over 2 million members in Los Angeles County. We're a publicly operated health plan that's dedicated to providing access to quality healthcare for our members. Our mission is to provide access to quality healthcare for Los Angeles County's vulnerable and low-income communities and residents, and to support the safety net required to achieve that purpose. **Job Summary** The Lead Customer Solution Center Service Representative is a critical role that requires a high level of leadership, communication, and problem-solving skills. As a Lead, you'll be responsible for developing a successful and cohesive Call Center unit, with a high level of productivity to achieve the department's overall performance metrics, and to meet and/or exceed member satisfaction. You'll work closely with Call Center Supervisors to supervise Member Services Representatives, provide coaching and mentoring, and ensure they're providing optimal customer service and meeting department goals. **Key Responsibilities** * Leadership of day-to-day activities of Member Services Representatives, including providing direction, monitoring staff performance, handling questions and issues, and recommending process improvements. * Preparing and analyzing call center statistical reports, monitoring and adjusting skill-sets for consistency, and ensuring quantity and quality are met for overtime. * Handling escalated calls, providing back-up support as needed, and ensuring that all departmental policies, procedures, and standards are being met. * Assisting Supervisors to ensure that Representatives provide accurate, timely, and quality service to our members and providers. * Managing complex projects, engaging and updating key stakeholders, developing timelines, and ensuring implementation upon approval. * Training and motivating staff, ensuring appropriate service standards are developed and maintained, and leading the work of assigned staff. * Working with training staff to ensure that training practices support staffing and performance standards, identifying ongoing training needs, and integrating training and performance expectations. * Collaborating with Supervisors to create and/or modify desktop procedures, reviewing performance and quality standards on an ongoing basis, and assisting with development and implementing incentive programs. * Ensuring that front-line service personnel are capturing information and providing feedback to Supervisors that will enable arenaflex to improve its product and internal processes. * Representing the Department at meetings, assisting Supervisors with meetings, and providing necessary feedback when requested. * Ensuring that the department remains in compliance with HIPAA regulations relating to protected health information (PHI). * Maintaining attendance expectations and performing other duties as assigned. **Education and Experience** * High School Diploma or High School Equivalency Certificate required; Associate's Degree preferred. * At least 0-2 years of customer service experience with 6 months-1 year lead experience in a health plan/healthcare customer service call center environment required. * Experience in working with the disadvantaged population, Covered California, and Cal MediConnect preferred. **Skills and Competencies** * Knowledge in direct line of business required. * Medical Terminology knowledge required. * Excellent written and verbal communication skills required. * Strong analytical, coaching/mentoring skills, team building, and problem-solving skills required. * Ability to work effectively with diverse team members required. * Ability to troubleshoot problem areas and recommend effective alternative solutions to handle irate callers and provide optimal customer service required. * Flexibility with time and ability to work overtime, including weekends, required. * Ability to multitask and streamline day-to-day operations, policies, and procedures required. * Advanced PC skills, including Excel and Access, required. * Bilingual in one of arenaflex's threshold languages (English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, Vietnamese) highly desirable. **Licenses/Certifications** * Licenses/Certifications required or preferred will be discussed during the interview process. **Physical Requirements** * Light physical activity required. **Benefits and Compensation** * arenaflex offers a wide range of benefits, including: + Paid Time Off (PTO) + Tuition Reimbursement + Retirement Plans + Medical, Dental, and Vision + Wellness Program + Volunteer Time Off (VTO) * Salary range: $55,245.00 (Min.) - $69,045.00 (Mid.) - $82,867.00 (Max.) **How to Apply** If you're a motivated and experienced leader who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. **Join our team at arenaflex and help us make a difference in the lives of our members and the community we serve!** ```html About arenaflex arenaflex is a leading healthcare organization that serves over 2 million members in Los Angeles County. We're a publicly operated health plan that's dedicated to providing access to quality healthcare for our members. Our mission is to provide access to quality healthcare for Los Angeles County's vulnerable and low-income communities and residents, and to support the safety net required to achieve that purpose. Job Summary The Lead Customer Solution Center Service Representative is a critical role that requires a high level of leadership, communication, and problem-solving skills. As a Lead, you'll be responsible for developing a successful and cohesive Call Center unit, with a high level of productivity to achieve the department's overall performance metrics, and to meet and/or exceed member satisfaction. Key Responsibilities Leadership of day-to-day activities of Member Services Representatives, including providing direction, monitoring staff performance, handling questions and issues, and recommending process improvements. Preparing and analyzing call center statistical reports, monitoring and adjusting skill-sets for consistency, and ensuring quantity and quality are met for overtime. Handling escalated calls, providing back-up support as needed, and ensuring that all departmental policies, procedures, and standards are being met. Assisting Supervisors to ensure that Representatives provide accurate, timely, and quality service to our members and providers. Managing complex projects, engaging and updating key stakeholders, developing timelines, and ensuring implementation upon approval. Training and motivating staff, ensuring appropriate service standards are developed and maintained, and leading the work of assigned staff. Working with training staff to ensure that training practices support staffing and performance standards, identifying ongoing training needs, and integrating training and performance expectations. Collaborating with Supervisors to create and/or modify desktop procedures, reviewing performance and quality standards on an ongoing basis, and assisting with development and implementing incentive programs. Ensuring that front-line service personnel are capturing information and providing feedback to Supervisors that will enable arenaflex to improve its product and internal processes. Representing the Department at meetings, assisting Supervisors with meetings, and providing necessary feedback when requested. Ensuring that the department remains in compliance with HIPAA regulations relating to protected health information (PHI). Maintaining attendance expectations and performing other duties as assigned. Education and Experience High School Diploma or High School Equivalency Certificate required; Associate's Degree preferred. At least 0-2 years of customer service experience with 6 months-1 year lead experience in a health plan/healthcare customer service call center environment required. Experience in working with the disadvantaged population, Covered California, and Cal MediConnect preferred. Skills and Competencies Knowledge in direct line of business required. Medical Terminology knowledge required. Excellent written and verbal communication skills required. Strong analytical, coaching/mentoring skills, team building, and problem-solving skills required. Ability to work effectively with diverse team members required. Ability to troubleshoot problem areas and recommend effective alternative solutions to handle irate callers and provide optimal customer service required. Flexibility with time and ability to work overtime, including weekends, required. Ability to multitask and streamline day-to-day operations, policies, and procedures required. Advanced PC skills, including Excel and Access, required. Bilingual in one of arenaflex's threshold languages (English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, Vietnamese) highly desirable. Benefits and Compensation arenaflex offers a wide range of benefits, including: Paid Time Off (PTO) Tuition Reimbursement Retirement Plans Medical, Dental, and Vision Wellness Program Volunteer Time Off (VTO) Salary range: $55,245.00 (Min.) - $69,045.00 (Mid.) - $82,867.00 (Max.) How to Apply If you're a motivated and experienced leader who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. ``` Apply for this job