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SS&C Technologies Health Care Call Center Team Lead in Kansas City, Missouri

The speed of technology. The influx of data. Shifting regulations. Increased customer expectations.

That's where you'll find SS&C, helping clients find opportunity in ever-changing and complex customer, business, and regulatory requirements. Mastering complexity is a constantly changing and evolving challenge – one that only a few people can embrace and thrive upon.

If you see your opportunity in complexity , then we are the right fit for you.

Job Description:

Company Overview

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

Role Overview

Health Care Call Center Team Leads provide day-to-day direction and guidance to approximately 7 to 15 Health Care Call Center Representatives and Sr. Health Care Call Center Representatives, but they have no formal supervisory responsibility. They coordinate workflow and schedule daily activities and check work at frequent intervals to ensure contractual service levels, quality standards, and/or deadlines are being met. They assist the team in obtaining and maximizing accuracy and productivity. They direct associates using established guidelines, procedures, and policies. Health Care Call Center Team Leads are a resource for questions and/or issues. They research and resolve the more complex or escalated issues. They mentor and train associates. Health Care Call Center Team Leads may perform special projects and other duties as assigned. To ensure acceptable quality standards, they monitor, document, and provide feedback to associates on inbound/outbound calls and emails. Responsible for Quality monitoring and regulatory risk mitigation across all health and Pharmacy contact center clients.

Responsibilities

  • Oversee a team of Call Center Representatives as they provide world class customer service to customers by answering questions, resolving issues and assisting with medical health transactions

  • Monitor the quality of the work as your team provides medical facilities, insurance providers and members with routine information regarding effective dates of coverage, claims history, deductible and coinsurance amounts, and general benefit information

  • Address claims related issues, concerns and escalations from insurance providers and/or members.

  • Review, prepare and process medical claims, including potential grievance, appeals and coverage determination.

  • Research complex issues for customer, supporting their requests, making outbound calls to provide customers with updates or to gain additional information

  • Perform special project assignments from time to time, such as research work and obtaining special authorizations

  • Cross train in different areas to expand knowledge base and develop new skills

Qualifications

  • High School degree and at least 4 years of work-related experience

  • At least 4 year of customer service or call center experience.

  • Post-secondary education or 3 or more years of customer service or call center experience in a health care related environment is strongly preferred. You will receive strong preference if you have experience working with Medicare, Medicaid, Affordable Act, Commercial, and/or Small/Large Group Health Insurance benefits management.

  • Must possess leadership attributes, with a real passion for excellence in service and attention to detail.

  • Intermediate computer proficiency, including keyboarding skills and the ability to navigate through multiple computer systems.

Location:

Kansas City Missouri

SS&C is an equal opportunity employer and values a diverse and inclusive workplace. All qualified candidates will receive consideration for employment without regard to age, race, color, religion, genetic information, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. For more information about Equal Opportunity in the Workplace please click here (http://www.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf) and here (https://www.eeoc.gov/employers/upload/eeoc_gina_supplement.pdf) . SS&C is committed to working with and providing reasonable accommodation to job applicants with disabilities. If you are a qualified individual with a disability and need an accommodation or accessibility assistance to complete the online application, please contact us at PeopleCenter@dstsystems.com for assistance.

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

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