Customer Solutions Expert Lead - Verifications

The incumbent in this position acts as a subject matter expert (SME) in assigned unit, fields questions from staff, is able to provide appropriate issue resolution and escalation when needed, and assigns work/directs workflows for staff. Assists Supervisor/Manager with coaching, on-the-job training, monitoring work, mentoring new associates and driving results. This position may also serve as a back-up in production. Works with other departments to identify areas of opportunity/performance improvement and recommend solutions. PRIMARY RESPONSIBILITIES: Act as First point of contact for escalated calls and requests Responsible for the Assignment of work to Associates Maintain Daily Boards updates-metrics, messages Monitor and/or complete production, as applicable Manages payer, provider and patient complaint resolution Works with supervisors and staff employees to drive efficient call volume activity and management Work with supervisors to create efficient work plans and daily assignments Supports cross-functional process improvement efforts Keeps abreast of technological and industry developments Must perform other duties as required or assigned