Customer Engagement Team Lead

About Employer Direct Healthcare

Employer Direct Healthcare is focused on giving access to quality & affordable healthcare for our members. We understand and have experienced the challenges of navigating specialized healthcare and we are dedicated to making a change.

We partner with large self-funded employers to create a benefit program for specialized care. We connect with high-quality providers to give our members peace of mind when going into surgery. And we support our members by helping them navigate the tricky aspects of healthcare; whether that be selecting a doctor, scheduling appointments, or following up after a procedure has been completed to make sure our members are feeling better.

About You:

• You have a drive and AMBITION to tackle big problems. Big problems required big ideas and a team that supports new ideas.
• You CARE deeply for your customers. Your customers aren't just the individuals using your product. They are the driving factor in your motivation to make a change.
• You thrive in a TEAM ENVIRONMENT. Collaboration is key in innovation and creating change.
• A DIVERSE environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
• You are DETAIL ORIENTED, but more so, focus on the execution of your content while balancing a fast-paced environment.
• You understand that PROGRESS is critical to making change. You take the time to celebrate the small and big wins. Understanding that each improvement to a process helps move towards a greater change.
• INTEGRITY guides you in life. Focusing on the truth versus just giving people the answers they want to hear.

If this sounds like you, we would love to connect to speak further about career opportunities at Employer Direct Healthcare.

Please apply to our role & someone from our HR Team will reach out to help you navigate our interview process.

Customer Engagement Team Lead

A Team Lead is the primary point of contact for members and is also considered a subject matter expert and resource for their customer care advocate teams. The Team Lead provides a concierge-level experience to members by navigating them through the surgical continuum. A critical aspect for our Team Lead role is engaging and selling our value proposition to each member. Activities include answering questions, education on the surgery process and incentives for participation, helping with provider selection and coordination with physician offices. Team Lead's will also be a right hand for our supervisors in building and developing team morale, answering questions for team members, and deescalating members. Team leads will also build project management and leadership skills by creating and implementing projects and initiatives to enhance the member and CA experience. Successful Team Lead's always look to go the extra mile for their members and teammates and are considered a role model in this regard.

Responsibilities and Duties

• Accountable for Engaging and educating new and existing members on our SurgeryPlus offering and ensuring all benefits are clearly articulated and understood.
• Follow up, resolve, and document issues with routing of inquiries needing further investigation to the appropriate department
• Work with highly sensitive information while maintaining Personal Protected Information (PPI) requirements
• Assist with provider selection and coordinate appointments and travel for member while assisting with appropriate venue selection
• Assist Supervisors in training new Customer Care advocates
• Handle Manager level escalated calls to salvage member experience and provide exceptional service
• Assist Supervisors in getting answers to questions, resolution to issues, and support for initiatives which help improve the member experience journey
• Lead projects and initiatives within Member Services team to enhance CA and member experience
• Gather and analyze data to showcase project effectiveness aligning with department and company goals

Requirements

• Bachelor's degree in healthcare administration, social services, public health, or related field required
• Approximately one or more years in a Care Advocate I position with strong evidence-based performance.
• Ability to work effectively in a team environment
• Strong written and verbal communication skills
• Strong critical thinking and problem-solving skills
• Ability to effectively organize work activities to meet deadlines

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Short & Long Term Disability
• Life Insurance
• 401k with company match
• Paid Time Off
• Paid Parental Leave