Site Lead - HUB (Overland Park, KS)

Primary Responsibilities:

• Flex into any program that requires assistance in any role
• Identify SME’s and Leads for each program and assist to achieve career path
• Understand all program roles and work instructions for each program you're assigned
• Assist with providing feedback Set priorities for the team to ensure task completion and performance goals are met
• Coordinate work activities with other supervisors, managers, departments
• Identify and resolve operational problems using defined processes, expertise and judgment
• Serve as a resource for all call and claim questions for each program assigned
• Conduct ongoing training as needed, both in group setting and with individuals
• Ensure quality customer service for internal and external customers with focus on needs identification, problem solving and partnering with billing and eligibility specialists
• Monitor delegated customer service issues to ensure timely and accurate resolution
• Use appropriate communication techniques when responding to customers, particularly in stressful situations
• Inform and educate new customers regarding billing / invoicing set up and billing / payment procedures
• Place outgoing phone calls to complete follow - up for any tasks per program requests as necessary

Requirements

Required Qualifications:

• 1+ year of leadership experience (Training, Subject Matter Expert, Related experience)
• 3+ years of customer service experience analyzing and solving customer problems OR 3+ years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties
• Ability to master multiple programs work instructions and work as CSR or BI when required
• Availability to work varying shifts (weekdays and weekends) with hours anywhere from 6 am to as late as 8 pm
• Experience with Microsoft Office applications: Microsoft Word, Microsoft Excel and Microsoft Outlook, which includes the ability to create, modify, edit and send documents, spreadsheets and emails.

Preferred Qualifications:

• 2+ years of customer service experience
• Ability to multi - task including ability to understand multiple products and multiple levels of benefits within each product
• Demonstrated ability in customer service problem resolution and relationship building

Benefits

• Medical, Dental and Vision benefits become effective the first day of the month following 30 days of employment.
• Employees are fully vested in their 401(k) after 90 days of employment.
• PTO is preloaded into employees account based on hire date. Year one employees are prorated with 100 hours (12.5 days) and then increased to 140 hours (17.5 days) at year two.
• Vacation bonus based on tenure ($1,000/upon 3 year anniversary and $2,500/ upon 5 year anniversary)
• AssistRx, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors, or any other protected categories protected by federal, state, or local laws.
• All offers of employment with AssistRx are conditional based on the successful completion of a pre-employment background check.
• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Sponsorship and/or work authorization is not available for this position.
• AssistRx does not accept unsolicited resumes from search firms or any other vendor services. Any unsolicited resumes will be considered property of AssistRx and no fee will be paid in the event of a hire.