Job Summary: The Team Lead, Customer Care is responsible for leading and directing their team to ensure goals, regulatory, compliance, and department standards are met. Essential Functions: - Conduct regularly scheduled coaching conversations; listening and providing feedback for improved performance, and when applicable, create performance improvement plans - Properly document coaching and development conversations in HR system - Complete performance appraisals; write appropriate corrective actions, when needed - Conduct monthly team meetings and huddles to inform, drive, and foster an environment of team building and allow for ongoing communications - Analyze and leverage data to make recommendations, decisions and improve team performance - Monitor key operational performance indicators on a daily, weekly, monthly basis to identify key trends and develop action plans that address opportunities - Identify processes, tools, systems, and behaviors that cause negative impact on efficiency and customer service results, leading to continuous improvement solutions - Build positive relationships and interactions with internal peers, leaders, and cross functional partners through strong follow through and communication - Promote positive change management - Facilitate timely resolution of member, provider, corporate, compliance, and any other tasks requiring deadlines - Implement, enforce, and support company and departmental policies and procedures - Maintain a deep understanding and stay informed on business, new product, tools, processes, etc - Monitor and evaluate calls for quality, compliance, efficiency, and customer satisfaction purposes; actively participate in the internal quality program - Conduct interviews and evaluate candidates for hiring purposes - Performs any other job related duties as requested Education and Experience: - High School or GED required - Associates preferred - Three (3) years of customer service experience, to include a minimum of one (1) year in a call center environment required - Previous supervisory/leadership experience in a call center environment is strongly preferred Competencies, Knowledge and Skills: - Intermediate proficiency level in MS Word, Excel and PowerPoint - Ability to communicate verbally and in written form with a variety of levels within organization - Ability to work independently and within a team environment - Familiarity of the healthcare field and knowledge of Medicaid or Medicare is preferred - Attention to detail - Critical listening and thinking skills - Coaching and development skills - Strategic management skills - Proper grammar usage - Time management skills - Conflict resolution skills - Customer service oriented - Leadership experience and skills - Critical listening and thinking skills - Decision making/problem solving skills Licensure and Certification: - None required Working Conditions: - General office environment; may be required to sit or stand for extended periods of time - Travel is not typically required Compensation Range: $54,500.00 - $87,300.00CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package. Compensation Type (hourly/salary): Salary Organization Level Competencies - Fostering a Collaborative Workplace Culture - Cultivate Partnerships - Develop Self and Others - Drive Execution - Influence Others - Pursue Personal Excellence - Understand the Business This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an environment of belonging that welcomes and supports individuals of all backgrounds. #LI-KM1

• Provide education and assistance to internal and external customers • Act as a first point of contact in addressing complex and escalated customer concerns • Respond to routine and complex telephone or written inquiries from members, doctors, clients and consumers • Utilize in-depth knowledge of policies, procedures, medical terminology, telephone and writing techniques • Remain current on all changes to policy, procedure and product information • Maintain and organize correspondence to ensure consistent, accurate and professional responses • Document performance opportunities acquired through escalated calls or frequent agent interactions

With minimal supervision, provide education and assistance to internal and external customers in a manner that support the achievement of the company’s satisfaction, growth, and operational excellence goals. Act as a first point of contact in addressing the complex and escalated customer concerns related to changes within our family of companies and lines of business (LOBs) Respond to routine and complex telephone or written inquiries from members, doctors, clients and consumers; effectively position messages in a manner that is supportive of divisional and corporate strategies as necessary to ensure appropriate resolutions Contingent on the Line of Business (LOB), requires in-depth knowledge in the following areas: - Prescriptions, Plans, Products, Services, and Procedures - Online purchasing & e-Commerce knowledge - Internet knowledge - Payment processing/payment collections - Eligibility verification - Order Status, Shipping Status, and Stock Availability - Accurate completion of necessary documentation, letters, and forms processing Demonstrate confidence and skill in guiding customers in arriving at solutions that are supportive of strategic initiatives. Identify and analyze trends and communicate to appropriate business partners. Suggest necessary corrections, changes or solutions. Appropriately elevate situations that could have broader customer or business impacts. Utilize in-depth knowledge of policies, procedures, medical terminology, telephone and writing techniques. Remain current on all changes to policy, procedure and product information to accurately and consistently respond to inquiries. Maintain and organize correspondence to ensure consistent, accurate and professional responses. Recommend updates to on-line knowledge management tools to clarify policy and procedures when conflicting information exists. May make recommendations or create new content. Assist leadership staff in providing coaching and policy or procedural support to CSRs as applicable. Document performance opportunities acquired through escalated calls or frequent agent interactions, (compliments/complaints/coaching opportunities), and provides to appropriate Supervisor. Contingent on the LOB, may create and manage assignments of monthly audit inventory. Contingent on the LOB, may assist in the functions around complaint and grievances, such as monitoring compliance, reporting, etc. Contingent on the LOB, may assist in Identifying technical issues through problem duplication and manipulation of customer data to provide details to the software development team for product correction and improvement. May be required to utilize multiple hardware and software tools to troubleshoot a variety of issues. Job Specifications Typically has the following skills or abilities: Two to four years customer service experience handling complex issues in a high volume environment One year taking ACD calls within a call center environment Available to work any shift, including weekends, holidays, and/or overnight Demonstrated effective written communication skills including business writing, grammar, punctuation in order to correspond with customers via letter, email and webchat Demonstrated ability to work independently and within a team with minimal supervision; takes initiative to effectively carry out responsibilities Demonstrated ability to effectively communicate and/or coach as necessary with all levels of employees; possesses strong interpersonal skills Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made verbally Demonstrated ability to learn, support change management and assimilate new information quickly Excellent problem solving, critical thinking and effective negotiation skills Ability to work at a computer at least 90% of the time Ability to work within multiple complex systems to extract information needed to support customers If this position acts as a third-party administrator (TPA) for processing payments, then candidates will be subject to a credit check In order to successfully and consistently perform the duties of a Customer Support Representative on our systems and networks, the following internet and equipment (provided by the company) are required: OS (Provided) Windows 10 CPU (Provided) Intel® Core™ i5-7500 (4 Cores/6MB/4T/3.6GHz) Memory (Provided) 16GB 2X8GB 2666MHz DDR4 Memory Hard Drive (Provided) 256GB Solid State Hard Drive Company Provided Wired Headset Yes Wired Connection (to Router/Modem; Cable/wire provided) Router/Modem NOT provided Yes Download Speed (per user on home network) 50 Mbps Upload Speed (per user on home network) 10 Mbps Loaded Latency < 150 ms #LI-RETAIL Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here. Salary Ranges: $17.85 - $28.88 VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Unincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws. Notice to Candidates: Fraud Alert - Fake Job Opportunity Solicitations Used to Collect Fees/Personal Information. We have been made aware that fake job opportunities are being offered by individuals posing as VSP Vision and affiliate recruiters. Click here to learn about our application process and what to watch for regarding false job opportunities. As a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees.  VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.

City/State Virginia Beach, VA Work Shift First (Days) Overview: Customer Service Rep I Responsible for all areas of customer service as it pertains to research and resolution of telephone inquiries from members or patients. Primarily responsible for handling incoming calls to effectively address issues related to either member eligibility, plan prescription benefits, and claim payment issues or patient services needs such as updating billing information, establishing payment plans, resolving payment inquiries, or patient scheduling. Responsible for all areas of customer service as it pertains to research and resolution of telephone inquiries from members or patients. Primarily responsible for handling incoming calls to effectively address issues related to either member eligibility, plan prescription benefits, and claim payment issues or patient services needs such as updating billing information, establishing payment plans, resolving payment inquiries, or patient scheduling. Provide quality service and customer satisfaction through effective communication and education. Remote to Hampton Roads' geographic area preferred (for Training/education, occasional team building) Training schedule : 8-430 Regular Work Schedule: 8-5:30 Education - High School Diploma or equivalent required Certification/Licensure - no specific certification or licensure requirements Experience - 2 years previous customer service experience required - Previous Data entry experience . Benefits: Caring For Your Family and Your Career • Medical, Dental, Vision plans • Adoption, Fertility and Surrogacy Reimbursement up to $10,000 • Paid Time Off and Sick Leave • Paid Parental & Family Caregiver Leave • Emergency Backup Care • Long-Term, Short-Term Disability, and Critical Illness plans • Life Insurance • 401k/403B with Employer Match • Tuition Assistance – $5,250/year and discounted educational opportunities through Guild Education • Student Debt Pay Down – $10,000 • Reimbursement for certifications and free access to complete CEUs and professional development • Pet Insurance • Legal Resources Plan • Colleagues may have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met Sentara Independence provides quality outpatient services to the surrounding community. The facility includes an ambulance-accessible emergency room that is supported by board-certified physicians. Sentara Independence houses state-of-the-art medical equipment and highly-skilled physicians and staff. Sentara Independence is now an extension of the quality services at Sentara Virginia Beach General Hospital including advanced imaging and physical therapy. Sentara Health is an equal opportunity employer and prides itself on the diversity and inclusiveness of its close to an almost 30,000-member workforce. Diversity, inclusion, and belonging is a guiding principle of the organization to ensure its workforce reflects the communities it serves. In support of our mission “to improve health every day,” this is a tobacco-free environment. For positions that are available as remote work, Sentara Health employs associates in the following states: Alabama, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Louisiana, Maine, Maryland, Minnesota, Nebraska, Nevada, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.