Customer Service Team Leader

Job Summary:

The incumbent in this position will assist the Customer Service Supervisor in the technical and operational functions of the unit including, but not limited to; compliance with company standards and industry best practices; ensuring  consistent delivery of quality services; assist with identifying training needs and areas of staff development, assist with staff questions and demonstrate and lead by example.  Responsible for certain administrative duties associated with our accounts.

Minimum Qualifications:

  • Bachelor’s degree preferred
  • Must have recent experience in the health insurance industry to support our clients
  • Minimum 5 years’ experience working in a customer service call center
  • Excellent oral, written and interpersonal communications skills
  • Demonstrate the ability to work independently and also work well in a team environment
  • Dedication to providing exceptional customer service
  • Ability to be flexible in prioritizing workloads to meet changing deadlines
  • Ability to handle constantly changing situations with ease
  • Knowledge and familiarity of CPT and ICD-10 codes and medical terminology
  • Essential functions and responsibilities:

  • Monitors queues to ensure calls are answered within standards and assists as needed
  • Ensures timely responses to calls, voicemails and emails
  • Assist Account Manager’s with questions as needed to help provide them with answers and resources so they can improve their skills in handling questions, i.e. develop a FAQ document.
  • Must be customer focused and continually looking for areas of process improvement and building efficiencies
  • Contribute agenda items for customer service meeting for training purposes and to improve efficiency
  • Assist Supervisor with schedules, lunches and breaks to ensure proper phone coverage
  • Ensure that staff are meeting minimum standards and coach and motivate them to exceed standards
  • Must have thorough understanding of all equipment, methods, and procedures
  • Must have good oral and written communication skills and is expected to give clear communications and expectations to staff and clients
  • Communicate with Policyholders, Claimants, Providers and Agents as required
  • Communicates issues, concerns etc. to supervisor
  • Must maintain confidentiality
  • Adhere to deadlines/turn-around times
  • Ability to handle difficult situations and pride yourself on staying calm and positive with a professional demeanor when faced with challenges
  • Ability to motivate others to reach their potential and drive results
  • Excellent mentoring and coaching skills to help the team work smarter
  • Ability to handle special projects and focus on meeting deadlines
  • Establish and maintains a high level of positive working relationships with internal and external customers, ensuring customer satisfaction
  • Possess the ability to communicate information in a clear and concise manner
  • Self-motivated with the ability to work independently, with very little direction
  • Say current with benefits
  • Handle escalated telephone calls
  • Keep management informed of any key problems
  • Other duties as assigned
  • Standards need to be met as follows:

  • Procedural Accuracy of 98%
  • 85% of calls answered within 30 seconds
  • Abandonment rate below 4%
  • Average talk times below 4 ½ minutes
  • Calls and emails responded to within 24 hours

    Reports to: Customer Service Supervisor


    Please send your resume and completed application to CHP Human Resources at:

    Mail: Consolidated Health Plans, Human Resources, 2077 Roosevelt Avenue, Springfield, MA 01104-3503

    Fax: (413) 452-5329 Attn. Human Resources


    Phone: (413) 733-4540 ext. 120


    Employment Application

    Download Employment Application


    For more information contact us at or call us at (413) 733-4540 ext. 120