**Call Center Team Lead I**
**Lead I - BPM
**Who we are**:
At UST HealthProof, you will join a fast paced, growing company in our mission to reshape the future of health insurance through significantly reducing administrative costs and building better healthcare experiences for our health plans customers and their members. By creating a modern, cloud based, Best-In-Class core administration ecosystem, we have made healthcare more affordable and helped our health plans operate more efficiently. Through member and provider touchpoints with less friction, we have created real impact for member.
UST HealthProof is run by leaders with strong health plan and technology background with a startup mindset and an environment of support where individual growth is nurtured. You will be supporting our proven core admin solutions and business process-as-a-service (BPaaS) operations to provide transparency, improve operational efficiency, break down operational barriers to scale and drive strategic growth.
**You Are**:
UST HealthProof is looking for a highly energetic and collaborative Call Center Team Lead with 3-5+ years of operation experience, out of which 2+ years in a supervisory role. This role will report to the Operations Manager or as designated by the Director of Operations for Healthcare Platform Solutions. The primary objective of The Call Center Leader is to implement policies and procedures to foster an environment of excellence in servicing UST HealthProof Healthcare Customers
**The Opportunity**:
- Be responsible for directly managing a staff of 15-20 associates
- Be responsible for day-to-day interaction with client organizations to help run a high-quality Call Center operation
- Collaborate with the client in creating Call Center reports (inventory, production, productivity, priority, and forecasting) to meet and exceed all production Service Level Agreements (SLA)
- Collaborate with client and Audit team to understand and establish a robust Quality program - to measure, analyze, root cause analysis and take and take Corrective Actions as needed
- Ensure setting smart goals for teams and provide regular feedback, appraisal, and coaching to ensure performance
- Be responsible for managing personnel matters like attendance, holidays, PTO, sick days, approve hours for payroll, shift timings, etc. with the prime objective of meeting and exceeding customer deliverables
- Collaborate with Subject Matter Experts (SMEs) to ensure that Standard Operating Procedures (SOPs) are adequate for the needs of the operations teams, review them periodically for updates and enhancements and ensure version control and client approvals
- Conduct call listening and assess the call based on the quality forms provided
- Ensure that information provided during the call by the agents is accurate
- Timely and accurate completion of standard and advanced quality forms, reports, and analysis
- Complete ad hoc reports as requested
- Adhere to call audit targets
- Attend and participate in a quality calibration session
- Provide immediate education, report error trends and propose action plans to mitigate errors, as needed
This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.
**What you need**:
- Excellent comprehension and communication skills (verbal and written) within the organization and with clients
- 3-5+ years of Healthcare operations experience, out of which 2+ years in a supervisory role
- Must have some background in administration and preferably some experience in healthcare including but not limited to medical coding, transcription, doctor’s office, billing, account receivable on Call Center processing experience preferred
- Some experience in outsourcing operations or the service industry preferred
- High proficiency in using MS Excel and PowerPoint
- Good understanding and ability to analyze Call Center data and report, SLA, KPI, and operations report and present findings in a structured way
- Excellent People skill - the ability to build and motivate a large operations team of up to 20 associates
- Some ability to train and guide the teams thru changes in processes and operating instruction
- The ability to adapt quickly to a fast-paced environment
- Excellent written and oral communication skills
- Ability to coach the team to reach their full potential
- Ability to gel with the team well and build a self-organized and highly energetic team
- Requires flexibility to schedule worked up to and including 8 am to 11 pm Eastern standard time, 7 days a week depending on client seasonality.
- Overall Experience level: 3-5+ years of operation experience, out of which 2+ years in a supervisory role Location: Mexico City or Eastern Time Zone
**What we believe**:
We’re proud to embrace the same values that have shaped UST HealthProof since the beginning. Since day one, we’ve been building en