Best Benefits, Team Leader

Your Daily Mission

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.

Who You Are

• 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

The Reality of the Role

• 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.
• 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.