Job Description

Job Description

Collaborates with team leaders to assist with the management of daily activities over a group of agents, representatives, or similar positions that handle customer service inquiries and problems. Develops and maintains relationships with regional healthcare providers to establish support services that are realistic, appropriate and accessible.

Job Responsibility

• Collaborates with team leaders to assist with the management of daily activities over a group of agents, representatives, or similar positions that handle customer service inquiries and problems.
• Provides direction and guidance to team members.
• Develops and maintains relationships with regional healthcare providers to establish support services that are realistic, appropriate and accessible.
• Monitors provider database and ensures department staff are aware of current available resources.
• Ensures escalated referral intakes to provide clinical support and care management are handled.
• Oversees potential shifts in service care needs or health care trends impacting future resource management.
• Ensures efficient screening, evaluation and triage of incoming referrals.
• Handles escalated and unresolved calls from less experienced representatives.
• Assists in scheduling and coordinating team activities.
• Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.

Job Qualification

• Associate's Degree required, or equivalent combination of education and related experience.
• 3-5 years of relevant experience, required.