Job Details
Service Center Team Lead (Remote) 2023-1288
Orlando, FL, USA
NPN Operations
Full Time
Description
**Service Center Team Lead**
Overview
Are you energized by working in a fast-paced call center and making a difference in the lives of members of the World Trade Center Health Program? Do you have excellent communication skills, strong supervisory, customer service, and organizational skills, and want to be part of an organization where caring truly counts? Join our team of caring colleagues and help us make a difference in the lives of those, specifically survivors and the brave responders, directly affected by the September 11th terrorist attacks.
As a Sedgwick Government Solutions Service Center Team Lead, you will work remotely in your home office and be responsible for supervising a team of Service Center Representatives that provide high-quality customer service to members of this important program.
Service Center TL Responsibilities
- Process incoming calls, faxes, and voicemails from claimants, providers, clients, attorneys, etc. resolving their provider-related questions and issues in accordance with designed guidelines and policies.
- Ensure that best practices and SLAs are met
- Work closely with managers and business analysts to identify opportunities for change to support continuous improvement.
- Provide coaching and mentoring to individual colleagues.
- Communicate with upper management regarding unit issues.
- Direct workflow and workload assignments to the team.
- Supervise Service Center Representatives, providing leadership, direction, and support.
- Provides a streamlined provider experience that includes both the initial relationship development and assisting a claimant in finding a physician.
- Monitor workloads and status
- Manage staffing schedules to ensure appropriate department coverage.
- Track trends, investigate escalations, balance workloads, and serve as a liaison with customers to assist with problem resolution.
- Assist members with day-to-day benefits and provider-related questions and/or issues
- Support colleagues by providing advice on handling complex issues.
- Performs other duties as assigned.
- High call center in and out-bound problem resolution
- Ensure processes and procedures are adhered to ensuring departmental objectives are met.
- Assist managers with escalated calls & inquiries
Service Center TL Qualifications
- Experience working in the Health Care industry and supervisory experience preferred
- Ability to meet or exceed Performance Competencies
- Analytical and interpretive skills
- Two (2) years of administrative and/or customer service experience or an equivalent combination of education and experience is required.
- Excellent interpersonal skills
- Strong organizational skills
- Good judgment and discretion skills
- Ability to manage multiple projects and set priorities
- PC literate, including Microsoft Office products
- Excellent negotiation skills
- Ability to work in a team environment
- Experience working in a Call Center Environment receiving in and outbound calls required
- Ability to manage reports and metrics
- Excellent oral and written communication skills
- Bachelor’s degree from an accredited college or university is preferred.
- Good interpersonal skills
For a career path that is both challenging and rewarding, join Sedgwick Government Solution’s talented team. Taking care of people is at the heart of everything we do. Our clients depend on our talented colleagues to take care of their most valuable assets—their employees, and their customers. At Sedgwick Government Solutions, caring counts®. Join our team of creative and caring people and help us make a difference in the lives of others.
In addition to a competitive salary, comprehensive health and welfare benefits, tuition reimbursement, and incentive compensation, Sedgwick Government Solutions offers participation and vesting in a 401(k) plan with a company match. If you would like to contribute to our important mission and work collegially in a professional organization that values intelligence, integrity, and initiative, consider a career with Sedgwick Government Solutions.
**To be considered for this position, please submit a resume, and complete the application.**
_The information provided above has been designed to indicate the general nature and level of work of the position. It is not a comprehensive inventory of all duties, responsibilities, and qualifications required._
Important Information
Successful candidates will be required to undergo a financial and criminal background check and obtain and maintain confidential-level security clearance upon hire. We participate in the United States Federal Government E-Verify program to confirm the employment authorization of the employee upon hire.
Search Firm Representatives
Please be advised that Sedgwick Government Solutions (Government Solutions) is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, a valid written agreement and task order must be in place before any resumes are submitted to Government Solutions. All resumes submitted by search firms to any employee at Government Solutions without a valid written agreement and task order in place will be deemed the sole property of Government Solutions and no fee will be paid in the event that person is hired by Government Solutions.
Government Solutions strives to make our career site accessible to all users. If you need a disability-related accommodation for completing the application process, please contact Government Solutions regarding accommodations.
- _Sedgwick Government Solutions is an Equal Opportunity and Affirmative Action Employer_**
All qualified applicants will receive consideration for employment without regard to age, citizenship status, color, disability, marital status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status, or any other classification protected by federal state or local laws as appropriate, or upon the protected status of the person’s relatives, friends or associates.
Sedgwick Government Solutions abides by the requirements of 41 CFR 60-741.5(a) (http://www1.eeoc.gov/employers/upload/eeoc\_self\_print\_poster.pdf) . This regulation prohibits discrimination against qualified individuals on the basis of disability and requires affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified individuals with disabilities.
Sedgwick Government Solutions abides by the requirements of 41 CFR 60-300.5(a) (http://www1.eeoc.gov/employers/upload/eeoc\_gina\_supplement.pdf) . This regulation prohibits discrimination against qualified protected veterans and requires affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans.
**About Sedgwick**
Sedgwick Government Solutions is a fully owned subsidiary of Sedgwick. Sedgwick is a leading global provider of technology-enabled risk, benefits, and integrated business solutions. Taking care of people is at the heart of everything we do. Millions of people and organizations count on Sedgwick each year to take care of their needs when they face a major life event or something unexpected happens. The company provides a broad range of resources tailored to client-specific needs in casualty, property, marine, benefits, and other lines. At Sedgwick, caring counts; through the dedication and expertise of more than 27,000 colleagues across 65 countries, the company takes care of people and organizations by mitigating and reducing risks and losses, promoting health and productivity, protecting brand reputations, and containing costs that can impact the bottom line. www.sedgwick.com
