DescriptionThis is a frontline team leadership role; responsible for queue management, real-time productivity, and daily team support/questions.
Responsibilities- Drives team performance to daily production and quality targets.
- Escalates issues and workflow blockers to Operations Manager.
- Ensures accurate and timely claim/task completion per account standards.
- Flags client-specific issues to Operations Manager for resolution
- Initial escalation POC for clients
- Primary POC for calls.
- Manages shift coverage, PTO planning, and daily staffing ratios per account
- Provides real-time coaching and performance feedback to team members.
- Tracks daily team productivity and performance (work completed/KPIs, attendance, PTO).
- Flags trends or anomalies to Operations Manager and CSMs (as needed) in real time
- Obtains front line feedback on product bugs and enhancement opportunities
- Aids in support ticket submission to product/dev teams.
Requirements- Completed 6 months of good performance standing in current role as a CP or FN
- Previous leadership experience is a plus
- Ability to lead with good communication
What We Offer- Competitive salary plus equity
- Premium medical, dental, and vision insurance plans, a wide range of voluntary and supplemental benefits, and 24/7 benefits access and support - all effective from day one
- 401(k) plan with a 4% employer match
- Paid holidays, vacation, and sick leave
- Six weeks of paid parental leave
- Company-paid life insurance
- A new MacBook plus all company-provided equipment and technology needed to succeed in the role
- The opportunity to help shape the future of healthcare
