Role Description As a Team Leader you will oversee and empower a dedicated team focused on assisting individuals in navigating, applying for, and securing vital benefits. You will serve as the operational anchor for your team—driving daily performance metrics, ensuring high-quality and empathetic member interactions, and providing ongoing coaching and development. The ideal candidate will combine strong people leadership with a sharp eye for operational excellence. You will actively monitor workflow queues, manage complex member escalations, and ensure strict compliance with program regulations and quality standards. By fostering a supportive and high-performing team culture, you will play a direct role in maximizing successful benefit awards and improving the quality of life for the individuals we serve. Qualifications - Bachelor’s degree - Operations account processing - Strong operations service knowledge - Basic to intermediate financial skills - Medicare - Medicaid - Basic literacy - Basic Fair Employment Practices - Basic Office Protocol/Telephone Etiquette Requirements - Assists in developing a sound short- and long-range plan for the organization. - Serves as member of Operations Team. - Keeps up-to-date on industry changes to reimbursement methodology, coverage policies, etc. and communicates implications as appropriate. - Meets as necessary with leadership for ongoing project planning. - Assists management with development of the organization related policies, practices and attainment of operating goals while maintaining some management responsibility. - Drives operational process improvements (including technology) into the team. - Recommends changes to technology to improve service line performance and effectiveness. - Responsible for current client customer satisfaction at the appropriate team level, particularly as it relates to the performance of the team. - Maintains awareness of level of success in meeting goals and in meeting client expectations. - Updates appropriate leadership on activities, issues, and concerns. - Reviews account processing procedures, recommends and implements needed changes. - Identifies opportunities for cross-team productivity. - Works with other Team Leader(s) to manage overall workload. - Interacts with Quality Coordinator to ensure cases are processed to meet quality expectations. - Supervises the operating activities of the business unit. - Effectively communicates vision, mission, goals and objectives to staff. - Facilitates buy-in from staff and communicates regularly on pending changes. - Recommends annual scorecards components and manages necessary approved changes. - Monitors and analyzes goals/key performance indicators and reviews monthly performance. - Maintains and monitors data integrity and referrals in all appropriate Information Systems. - Conducts quality audits on a routine basis. Looks for performance trends and acts accordingly. - Reviews quality audits on a routine basis. - Is expected to recommend, when indicated, changes having broader implications for service line policies and procedures. - Monitors high profile accounts as directed. - Conducts team and individual meetings on a regular basis to communicate best practices, overall concerns, goal attainment, etc. - Assesses ongoing performance of associates, provides coaching and counseling and recommends training. - Manages workload capacity to ensure proper utilization of resources (including transition plans). - Handles account work and caseload for team members who are absent. - Monitors and measures change. - Provides regular and on-going technical training to Associates. - Ensures that all team Associates are working in concert. - Reviews and offers recommendations for improvement in utilization of call-center functionality to increase productivity and effectiveness. - “Call Monitors” the quality of the telemarketing representatives on a periodic basis. - Controls the human resource cost and growth. - Participates in interviewing and selection of staff. - Review and approves time sheets in relation to budget. - Review and approves expense reports in relation to budget. - Assists with the capital expenditure and asset redeployment activities. - Reviews and analyzes monthly financial statements. - Develops and monitors budget. - Ensures that profit or year end goals are attained. - Other duties as assigned. Benefits - Comprehensive medical, dental, vision, and prescription coverage - Wellness program supporting overall well-being - Company-paid basic life and AD&D insurance - 401(k) plan with company match - Tuition reimbursement opportunities - Paid time off for vacation and illness - Six paid company holidays - Floating holiday - Company-paid training and computer equipment - Performance-based bonus program - Paid time off for volunteer activities - Employee referral bonus program - Career development and training opportunities, including leadership growth