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Consumer Eligibility Specialist Team Lead
Location
United States
Posted
20 days ago
Salary
$25 / hour
Seniority
Lead
No structured requirement data.
Job Description
Consumer Eligibility Specialist Team Lead
VIMO INC
Role Description It's an exciting time to join Vimo®! We are looking for a Consumer Eligibility Specialist Team Lead to serve as the functional bridge between our frontline Specialists and the Supervisory team. In this role, you will be the "go-to" subject matter expert, providing real-time support to a team of Specialists while ensuring our mission of making health insurance simple is met with every interaction. The Team Lead focuses on the day-to-day tactical success of the team, ensuring high-quality consumer service and providing the hands-on guidance necessary for our remote teams to thrive. Responsibilities - Subject Matter Expertise: Serve as the primary resource for Specialists regarding complex Medicaid policies, eligibility rules, and health coverage enrollment procedures. - Real-Time Support: Monitor live chat and call queues to provide immediate assistance to Specialists who assist consumers with application and enrollment assistance. - Quality Mentorship: Review Specialist performance and provide coaching to improve accuracy in application data collection and plan selection. - Internal Calibration: Assist the Supervisor in internal quality calibrations to ensure consistent interpretation of regulated guidelines across the team. - Process Improvement: Identify error trends in the workflow process and suggest improvements to leadership to enhance the consumer experience. - Operational Assistance: Assist with handling and resolving consumer inquiries or volume surges as needed to maintain service level standards. - Training Support: Identify and manage individual and team training needs to ensure a high standard of service delivery is maintained and compliance standards are met. Qualifications - Experience: Minimum 2 years of experience in Medicaid eligibility and/or Managed Care Organization (MCO) environments, or a similar high-volume public assistance environment. - Demonstrated Leadership: Proven track record of assisting peers, leading by example, or serving as a "Senior" or "Lead" in a previous professional setting. - Policy Proficiency: Deep understanding of Medicaid regulations and the ability to interpret complex financial documentation. - Technical Agility: Advanced proficiency with cloud-based Customer Relationship Management (CRM) tools and digital communication platforms. - Communication: Strong interpersonal skills with the ability to explain complex policy details clearly and concisely to both consumers and colleagues. Requirements - Bilingual (Spanish/English) is a plus. - Experience with Nevada-specific Medicaid protocols and state-based marketplace operations is highly desired. Remote Requirements - Age: Must be 18 years of age or older. - Connection: Cable/Fiber Broadband Internet with a hard-wired ethernet connection (Minimum 100 mb/s). - Compatibility: NOT compatible with Mobile ISPs (e.g., T-Mobile), Satellite, or Wi-Fi. - Hardware: Personal device with a functioning camera is required for all leadership meetings and training sessions. - Pre-Employment Assessment: Candidates will be evaluated on a core competency set that includes written and verbal communication, technical proficiency (computer and internet navigation), and fundamental mathematical skills. Benefits - Competitive Compensation: Commensurate with experience and industry standards. - Career Pathing: Direct mentorship from the Supervisor and a clear trajectory toward management roles. - Collaborative Culture: A positive, success-driven environment that values individual contribution and team wins. - Paid Training: Comprehensive leadership and systems training to ensure your success.
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