Team Lead - Operations (Remote)

Serving more than 8 million people nationwide, including 2.5 million in southeastern Pennsylvania, Independence Health Group — together with its subsidiaries — is the leading health insurance organization in the Philadelphia region. Our mission to build healthier lives for you, your family, and your employees shapes our actions and decisions every day. At Independence, we see each of our members as an individual, with unique needs and concerns. We’re dedicated to harnessing the very latest ideas and technologies to deliver access to care that meets those needs and surpasses your expectations. For more information about Independence access our website at www.ibx.com. We’re revolutionizing health care, and our focus is on you!

Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve. If this describes you, we want to speak with you.

Call monitoring of agents Support the Escalation Line to handle supervisor calls, answer inquiries, research, and follow through with members. Side by Side coaching and monitoring to focus on: QA AHT issues Adherence MTM errors Short training sessions for selected topics – as needed. Run listening lounge sessions. Review and Approve/Process RX updates (if RX edit trained) Provide support for agent questions via floor support, phone, Teams chat, email, and video interactions. Communicates, implements, and interprets corporate and departmental policies and procedures. Provides team members with ongoing feedback on performance for achievement of all benchmarks. Provides technical expertise related to job unit function. Compiles and prepares required data for reporting information pertaining to the unit. Serves as the next level contact for problems/issues that staff cannot resolve. Identifies high-performing agents for future opportunities. Request form updates for follow-up time as needed. Inventory - as needed. Submit manager exceptions after all research has been completed. Respond to the WFM daily chat. Take phone calls as needed. Performs all other appropriate responsibilities and duties as assigned.