Experienced Call Center Team Lead for TRICARE Program - Remote Leadership Opportunity with Maximus

Transforming Lives through Exceptional Customer Service: Join Our Dynamic Team! At Maximus, a leading provider of business services to governments operating health and human services programs, we're on a mission to make a difference. With a strong presence in the healthcare services industry, we're committed to delivering high-quality solutions that positively impact the lives of millions. As we continue to expand our operations, we're seeking an exceptional Call Center Team Lead to join our remote team and play a pivotal role in driving success for our TRICARE program. About the TRICARE Program and Our Role The TRICARE program is a vital healthcare initiative designed to support beneficiaries, family members, military personnel, and medical providers. As a Call Center Team Lead with Maximus, you'll be an integral part of our team providing virtual customer service, ensuring that callers receive empathetic, accurate, and compliant support. Your expertise will be crucial in navigating complex issues, resolving escalated concerns, and delivering exceptional service that meets the highest standards of excellence. Key Responsibilities: Leading with Excellence

• Assist supervisors and managers in overseeing daily activities for a group of customer service representatives, providing guidance and coaching to less experienced team members.
• Act as a subject matter expert (SME) for TRICARE, answering questions, providing recommendations, and resolving complex issues in a timely and professional manner.
• Monitor and evaluate the performance of team members, offering constructive feedback to enhance quality, productivity, and efficiency.
• Support new team members during the nesting phase after training, ensuring a smooth transition and providing ongoing guidance.
• Deescalate and manage complaints, resolving them wherever possible with informed and objective responses.
• Meet Quality Assurance (QA) and other key performance metrics, maintaining up-to-date knowledge of project policies and procedures.
• Foster effective interdepartmental relationships and collaboration with peers to create a cohesive and productive environment.
• Contribute to continuous process improvement efforts by making recommendations for policy changes or additions.
• Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules, ensuring the confidentiality and security of sensitive information.

Essential Qualifications and Skills To succeed in this role, you'll need a strong foundation in customer service, leadership, and healthcare operations. The ideal candidate will possess:

• A high school diploma or equivalent, with 1-2 years of customer service experience and a minimum of 2+ years of contact center experience.
• Proven leadership skills, with 1+ year of demonstrated experience in leading teams and driving results.
• Experience working with healthcare insurance plans, healthcare terms, and billing processes.
• Proficiency in using digital tools, such as Microsoft Teams, Zoom, SharePoint, and Chat, to facilitate collaboration and communication.
• Excellent written and oral communication skills, with the ability to convey information and feedback in a respectful, professional, and effective manner.
• Strong interpersonal skills, with the ability to build relationships at all levels and work effectively in a team environment.
• Detail-oriented with good organizational skills, capable of prioritizing tasks and managing multiple responsibilities.

Preferred Qualifications

While not mandatory, the following qualifications can enhance your candidacy:

• A Bachelor's Degree or equivalent combination of government and/or private-sector work experience.
• Experience working with military health programs, TRICARE, or similar healthcare initiatives.
• Ability to pass a skills assessment, demonstrating your proficiency in key areas.

What We Offer: Career Growth, Learning, and a Dynamic Work Environment At Maximus, we're committed to supporting the growth and development of our team members. As a Call Center Team Lead, you'll have opportunities to:

• Develop your leadership skills, taking on new challenges and responsibilities.
• Enhance your knowledge of healthcare operations, customer service, and team management.
• Work in a dynamic, remote environment that fosters collaboration, innovation, and flexibility.
• Enjoy a competitive salary and benefits package, reflecting our commitment to attracting and retaining top talent.

Remote Work Requirements To work effectively in our remote environment, you'll need:

• A HIPAA-compliant workspace, ensuring the conf