Team Leader - Healthcare

Supervises a team of 15 to 25 Customer Service Associates
- Responsible for knowing the intricacies of Aetna contract and complying with contract standards
- Coordinates Associate needs within assigned team as required to ensure optimal customer service to callers and Aetna's internal team members
- Refers complaints of service or process failure to Company Manager / CVS Process Owner
- Responsible for tracking CSR performance and specific follow-up training
- Conducts training with team members and ensures up-to-date information is provided to each provider, member and other stakeholders
- Communicates with internal/other departments thru phone to ensure prompt and courteous service for all questions
- Investigates issues, following customer and company procedures.
- Initiate disciplinary actions concerning team members, i.e., verbal warnings, records of discussion, and formal disciplinary documentation.
Forwards information to Manager for the completion of action

**Qualifications**
- Minimum Academic Qualification (Degree): College Graduate
- Minimum Work Experience (in months/years): Minimum requirement of at least 2 years with relevant experience as an Assistant Manager
- System working knowledge required: Good Computer Knowledge and advanced skill in using MS office suite
- Good Crisis Management Skills, effectively communicate and follow-up needs when critical periods occur
- Excellent Performance/People Skills, can share best practices to colleagues

**Salary**: Up to Php50,000.00 per month

Schedule:

- 8 hour shift

**Experience**:

- Team Leader: 2 years (required)
- Healthcare account: 1 year (preferred)