20 days old

Lead Customer Care Associate

Magellan Health
Cambridge, MA 02139
  • Job Code
Supports the Manager on an operations team, servicing a specified set of customers. Primary resource responsible for the coaching of Customer Care operations team members, and ensuring they follow appropriate guidelines and processes in delivering a high caliber, efficient level of service to members, providers and health plan representatives. Supports a team environment which motivates staff to deliver operational excellence and strive for first call resolution.
  • Serves as the primary resource for Customer Care team members, and drives the highest level of performance on all non-clinical processes end to end.
  • Assists with quality monitoring and provides constructive feedback.
  • Mentors new staff and coaches staff on improvement plans.
  • Collaborates with Manager and implements plans to ensure team achieves specific goals in support of client, team and overall operations goals. Be a champion for first call resolution strategy.
  • Motivates and encourages team members to excel.
  • Supports a team environment that contributes to a high degree of employee satisfaction- and engagement.
  • Assists with team incentives and fosters constructive inter-office team competition to motivate and reward performance excellence.
  • Monitors team performance levels on an ongoing basis to ensure telephone and timeliness goals are achieved.
  • Assists with calls and queues on an as needed basis.
  • Assists with data collection and reporting of performance results for scorecards, SERP, shift bid, and other measurement tools.
  • Reviews and analyzes daily metrics for staff to ensure compliance, identify trends, and implement action plans to address issues.
  • Communicates process changes and new customer requirements to team members.
  • Assists in modifying materials and providing training as needed to accommodate customer needs.

Other Job Requirements


  • Must be bilingual.
  • Must be flexible in scheduling and comfortable with change as customer service is an ever-changing environment.
  • Responsible for meeting call handling requirements and daily telephone standards as set forth by management.
  • Must agree to observing service for the purpose of training and quality control.
  • Must be a proficient typist (avg. 35+ WPM) with strong written and verbal communication skills.
  • Must be able to maneuver through various computer platforms while verifying information on all calls.
  • 3+ years in a call center lead role, preferably in the health care industry.

  • Associate Degree preferred

General Job Information

Work Experience
Customer Service

Associates, GED (Required), High School (Required)

License and Certifications - Required

License and Certifications - Preferred

Magellan Health Services is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled. Every employee must understand, comply and attest to the security responsibilities and security controls unique to their position.

Posted: 2020-10-04 Expires: 2020-11-02
Sponsored by:
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Sponsored by:
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Lead Customer Care Associate

Magellan Health
Cambridge, MA 02139

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