Remote
About Lucent Health
Lucent Health combines top-tier claims management with a compassionate, human-focused, datadriven care management solution. This approach helps self-insured employers provide care management that enables health plan participants to make smarter, cost-saving healthcare decisions. Continuous data analytics offer ongoing insights, ensuring participants receive the right care, at the right cost, at the right time. Join us as we build a company that aims to be a better health benefits partner for self-insured employers.
Company Culture
We believe that the success of Lucent Health relies on having employees who are honest, ethical and hardworking. These values are the foundation of Lucent Health
Summary
We are looking for a supervisor to join our Customer Service team. The supervisor will report directly to the Director of Customer Service and will be responsible for overseeing day-to-day operations, ensuring excellent customer service delivery, managing team performance, and resolving complex customer issues.
Responsibilities
- Supervise, train, and support a team of customer service representatives and team leaders
- Monitor daily workflow and ensure team members meet performance metrics
- Handle escalated customer inquiries and resolve complaints professionally and efficiently
- Implement and maintain customer service policies, procedures, and best practices
- Conduct regular performance evaluations and provide coaching and feedback to team members
- Prepare reports on customer service metrics and trends for management
- Collaborate with other departments to improve the overall customer experience
- Provide elevated member experience by completing timely follow-ups and providing top-tier customer service over the phone and via email
Qualifications
- Proven experience as a Customer Service Lead or similar role
- Strong leadership and team management skills
- Excellent communication and interpersonal abilities
- Problem-solving aptitude and conflict resolution skills
- Minimum 3 years’ experience in Call Center
- Medical/Health Care experience preferred
Equal Employment Opportunity Policy Statement
Lucent Health is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, color, creed, religion, alienage or national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity, gender expression, transgender status, sexual orientation, marital status, military service and veteran status.
