CUSTOMER SERVICE TEAM LEAD in Kapolei, HI at Beacon Health Options

Date Posted: 8/17/2018

Job Snapshot

Job Description

We are currently seeking a dynamic CUSTOMER SERVICE TEAM LEAD to join our team at our office in Kapolei. The Customer ServiceTeam Lead role is to provide additional hands-on assistance and supervision to Customer Service Representatives (CSR). This role will bring extensive knowledge of all Beacon related products and protocol including but not limited to Provider Relations, and Member benefit information. In addition, the Customer Service Team Lead will be responsible for monitoring CSR’s breaks, lunches, ACW, and AHT. Primary focuses are to ensure that CSR’s are providing accurate and all relevant information to Members and Providers in a timely fashion as established by the Operations Department Standards. The Customer Service Team Lead will assist with handling incoming calls. Customer Service Team Lead will serve as the primary supervisor of the staff in the event that Operation Manager is unavailable.

Position Responsibilities:

Provide technical support to staff including:

  • Monitor CSR’s calls for quality on a weekly basis

  • Assist in the completion of special projects as define by Operations Manager

  • Direct the team to achieve daily work objectives

  • Monitoring and reply to chats

  • Take escalated calls

  • Handle restricted calls

  • Problem resolution and provide immediate CSR feedback

  • In-depth Knowledge of the operating support systems

Perform off phones administrative tasks:

  • Answering CSR’s inquiries

  • Assist with Training New Employees
  • Handle Escalated Provider Relations, and Member Issues

  • Work as a liaison between Beacon Departments

  • Assist Operation Manager with updating related company protocols

  • Review voicemail boxes

  • Review fax servers/handle all department faxes

  • Review returned mail

  • Daily review of Prior Authorization Letters

  • PCP Outreach Calls

  • Perform data entry

  • Outreach to new members that have been identified with BH needs through plan HRA’s

  • HIPAA Release Forms for BMCHP–Family Consent

  • Partake in recruitment interviews as needed

Position Requirements:


  • High School diploma or GED required, Bachelor’s degree preferred.

Knowledge, Skills & Abilities:

  • 3 years call center and/or customer service experience.
  • Minimum 2 years Supervisory experince
  • Able to answer and resolve a high volume of member and provider calls effectively
  • Project Management Skills highly desired
  • Managed Care experience preferred
  • Ability to interact with multi-disciplinary team.


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Beacon Health Strategies, LLC., a Beacon Health Options company, is proud to be an Equal Opportunity Employer as well as a Drug Free Work Environment. EOE/M/F/Veterans/Disabled





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