Health Care Call Center Team Lead

SS&C is a leading provider of mission-critical, AI-powered technology and services empowering financial services and healthcare organizations to work smarter, faster, and securely. Founded in 1986, SS&C is headquartered in Windsor, Connecticut, and has offices worldwide. More than 23,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Job Description

• What you can expect:
  • The Healthcare Call Center Team Lead works with the Healthcare Call Center Manager to provide day-to-day direction and guidance to call center staff members, coordinate workflow, schedule daily activities, and check work at frequent intervals to ensure contractual service levels, quality standards, and deadlines are being met. You will act as a resource for questions and issues, as well as researching and resolving escalated issues.
• Primary Responsibilities
  • Assist the team in obtaining and maximizing accuracy and productivity.
  • Directs associates using established guidelines, procedures, and policies but has no formal supervisory responsibility.
  • Researches and resolves the more complex or escalated issues.
  • Monitor, document, and provide feedback to associates on inbound/outbound calls and emails to ensure acceptable quality standards.
  • Acts as a resource for questions and issues.
  • May perform special projects and other duties as assigned.
• Experience and Skills you bring to SS&C:
  • High School Diploma required; Bachelor’s degree or equivalent combination of work and education experience preferred
  • 1 or more years of customer service and call center experience in a health care related environment is strongly preferred.
  • Strong preference for experience working with United States healthcare systems including Medicare, Medicaid, Affordable Care Act, Commercial, Small/Large Group and/or Pharmaceutical Benefits Management
  • Ability to work evenings, weekends, and holidays is required.
  • Excellent communication skills; able to converse knowledgeably and concisely over the telephone and via written and electronic communication.
  • Prior leadership skills in a call center or customer service setting.
  • Demonstrated enthusiasm for providing quality service in a professional environment
  • Ability to thrive in a dynamic, team environment while remaining knowledgeable of our evolving industry
  • Ability to communicate complex information in tangible, simple terms
  • Proven ability to adapt your communication style based on the customer’s level of understanding in order to meet their needs
  • Strong commitment to continuous learning and development
  • Strong research and problem solving skills

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

Applications will be accepted on an ongoing basis until the position is filled.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.