Needs Assessment Team Lead

Scope of Position & Technical Competency:

Deliverables/Principal Results Expected:

Subject matter expert for all workflows as it pertains to assigned line(s) of business.
Work with Training Team and/or Supervisors to establish training schedule.
Assist with development of and maintenance of training material.
Complete training of all new hires, and assist with ongoing training opportunities for existing teammates.
Provide timely feedback to leadership regarding training successes and areas for improvement for both new hires and existing teammates.
Responsible for Lead Quality Management for entire team - ensuring all leads are tended to timely, and opportunities for scheduling are resolved. Ensure Call Detail information is reviewed on a daily basis, to ensure LQM is maximized for scheduling opportunities.
Responsible for all daily reporting - telephonic, call documentation, and lead - to be presented to leadership.
Assist team with taking calls, up to but not limited to 50% of time.
Assist with ancillary work as stipulated by supervisor.
Navigate Veteran initiatives as appropriate per line of business.
Assist with escalated calls.

Technical Competency:

a) Accuracy of data entry.
b) Ability to work with clinical staff.
c) Ability to work with difficult phone calls.
d) Ability to set priorities and meet deadlines.
e) Demonstrate good customer service skills.
f) Demonstrate good decision making.

Education, Experience:

High School Diploma or GED, at least 6 months as top performing teammate.
Maintained defined KPIs for last 6 months of employment.
No disciplinary action within last year of employment.