Team Lead Member Services
Kelsey-Seybold Medical Group

Job Info

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Overview

Kelsey-Seybold Clinic, a Houston tradition in patient-centered care, is a multispecialty clinic with over 25 locations and comprises more than 500 physicians providing primary and specialty care in a collaborative manner.

With 55 different clinical and non-clinical specialties, you can design a career path at Kelsey-Seybold Clinic that allows you to grow your future in a completely new direction.

Kelsey-Seybold Clinic is changing the way health cares.

Responsibilities

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. The Team Lead is essential in problem-solving and serves as first level management with team members to resolve customer problems and reports to management on performance, department issues and identifies workflow improvement opportunities.

Qualifications

Team Lead Member Services

Location: Pearland Administrative Office

Department: KS Plan Advantage

Job Type: Full Time

EDUCATION REQUIREMENTS & EXPERIENCE REQUIREMENTS

(A = basics; B = preferred)

Education

A.

High School Diploma or GED

B.

Associates or Bachelor's Degree

Experience

A.

3-5 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

B.

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

Licenses

A.

B.

Special Skills

A.

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

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

B.

Windows bases computer skills

EPIC tapestry experience

Other

A.

Excellent interpersonal, written, oral and presentation skills

Strong ability to coach, counsel and motivate performance

B.

Spanish Speaker

WORKING ENVIRONMENT

Office

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