Beneficiary Support Center (BSC) Team Leader

Essential Job Duties and Responsibilities:

At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities.

Now, we’re looking for talented individuals to join our team and make a difference.

The Beneficiary Support Center (BSC) Team Leader is responsible for the day-to-day leadership and development of Beneficiary Support Center Customer Service staff to ensure optimal beneficiary & provider service for both phone and non-phone work driving a consistent customer centric experience. Front line staff are the first point of contact for the client, providing a full range of operational support to those seeking access to the TRICARE Overseas Program (TOP), responding to inbound calls or contacts from our beneficiaries & providers based around the world, either current or former members of the US military and their families, who want to access medical services.

Key Responsibilities

• Supervises the allocation of work for the team, ensuring that resources are allocated to calls or case activity to ensure that services are delivered within the contracted timeframes.
• Coaching, supporting and developing members of the team to ensure there is a collaborative, team culture that is focussed on delivering the right service standards.
• Leading the performance of a team of direct reports, ensuring that performance is supervised appropriately in terms of productivity and behaviours.
• Responsible for ensuring all service standards / KPI’s are met and ensures the team is following the correct procedures and processes at all times.
• Provides quality feedback to CSE’s to maintain and improve the quality-of-service delivery, including listening and reviewing calls and reviewing cases.
• Apply critical and creative thinking strategies to find productive solutions to issues
• Ensures that the Beneficiary Supervisor, Manager and Head of Service Delivery leadership are regularly briefed on performance issues impacting the team.
• Executes the responsibilities and schedule of an on-call and on-duty leader in accordance with the direction provided by the Supervisor, Manager or Head of service delivery.
• Acts as a first point of escalation for complex issues within the team.
• Participate in ad-hoc projects, taking the lead where appropriate.
• Supports the management team in meeting and exceeding stated objectives.
• Maintains confidentiality of all patient and/or client information. Both International SOS and
• HIPAA/PII guidelines and regulations will be followed.
• Provides clear case direction to Team Leaders and serves as a technical expert on systems related issues.
• Clearly understands and enforces the appropriate escalation protocol by quickly delegating, directing or escalating any and all concerns.
• Ensures the team recruits the right resources to ensure service levels are maintained and in line with the required standards.
• Assists with and directly manages the administrative aspects of having a team of Customer Service Executive

Description:

Required Skills and Knowledge (Brief description of technical knowledge or skills needed to perform the job)

• Displays maturity and strong leadership traits, ability to lead teams
• Familiar with CRM usage and managing call center agents.
• Takes initiative, demonstrates responsibility.
• Customer service orientation and a team player.
• Proactively identifies and acts on potential problems and / or difficulties.
• Demonstrates effective problem solving skills and lateral thinking.
• Ability to work under pressure, multi-task, and prioritize in a timely and effective manner.
• Ability to listen, write and speak effectively.
• IT literate and conversant with contemporary computer software.

Required Competencies (Critical behaviours necessary to successfully perform the job)

• Leadership
  o    Leads by example and is a role model to others. Helps self and others to focus on what really matters.
  o    Uses own influence to guide individuals and groups towards achieving their goals.
  o    Delegates appropriately within the team, playing to the strengths of individuals
• Customer Focus
  o    Anticipates and identifies customer requirements, providing extra value added services to exceed their expectations.
  o    Supports and encourages others to deliver superior services across the organization. Provides the tools and information to make this  happen
  o    Measures and evaluates services levels using a variety of approaches
• Communication Skills
  o    Influences audiences effectively in challenging and/or adversarial situations  
  o    Simplifies, condenses and communicates ideas and concepts from many sources
  o    Keeps people well informed of key issues impacting the business
• Problem Solving
  o    Converts original ideas and creative approaches into practical solutions.
  o    Quick and resourceful in mastering facts, information and knowledge to help others solve business problems
  o    Motivates others to adopt diverse problem solving techniques and processes
• Drive for Results
  o    Concentrate on value adding business opportunities and focuses employee efforts on them
  o    Exercise leadership in making things happen by being directive and action oriented
  o    Shows personal accountability and holds others accountable for achieving results
• Business Focus
  o    Understands the business issues impacting the organization and the industry
  o    Makes decisions that are fiscally responsible and meet the business goals
  o    Is creditable and can facilitate client meetings
• Teamwork and Collaboration
  o    Maintains the focus of the team on their goals, builds a collaborative work ethic
  o    Clarifies and maintains team roles, providing opportunities for all  team members to play to their strengths
  o    Removes roadblocks for others  
• Developing and Coaching
  o    Helps others learn how to structure and solve problems related to their work and relationships with others
  o    Provides instructions and explains by positive modelling in order to help others develop skills
  o    Provide feedback on yearly Performance Appraisal and develops talent appropriately
  o    Ability to write and deliver a Staff Training and Development Plan with oversight from the management team

Required Work Experience (Brief description of the job-related experience needed to perform the job)
•    Worked in a call center environment. – Call handling, transfers, inbound and outbound
•    Understand call and email etiquette.
•    Worked in health insurance, medical or any related business.
•    Exposed to administrative work like claims processing, enrollments, billing etc.
•    Experience with SAP or Salesforce is a plus
•    Led and mentored a team of Customer Services Executives

Required Qualifications (Brief description of the educational background needed to perform the job)
•    College Graduate Preferred
•    Preferred Degree in: International Business, Language, Liberal Arts, Business Management
•    This position does require someone who can obtain and maintain the appropriate level of tiered investigation access for a position of Trust after being offered a position. International SOS will facilitate.

Required Languages (Brief description of the language skills needed to perform the job)
•    Ability to read, write and speak English
•    Fluency or proficiency in any other language is advantageous but not a requirement

Travel / Rotation Requirements (Brief description of any travel or rotation requirements)
•    Occasional domestic and or international travel may be required