Golden Touch Team Lead - Guaynabo, PR
Altegra Health - Puerto Rico

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                  Responsible for assisting the Unit Supervisor of the Golden Touch department with the day to day activities of the employees. Ø

                  Must be able to provide detailed and positive feedback performance assessments to agents and have the ability to analyze, identify, and report on trends. Ø

                  Monitor agents and work 1 on 1 with them to ensure that quality standards are being met for proper phone etiquette and adherence to scripts, accurate and descriptive MMS documentation and proper status of cases. Provide instruction and feedback to staff, as requested by the supervisor, on the necessary steps to improve performance and quality of service. Ø

                  Fill in for supervisor when supervisor is on break, in meetings, or absent for a short period of time. Handle escalated calls / respond to member and agent inquires with a professional positive attitude as quickly as possible. Ø

                  Run daily reports and provide feedback to supervisor on areas of performance that need to be addressed that day. Assist with case reassignments as needed. Ø

                  Track follow up documents and ensure returned mail is handled appropriately. Ø

                  Assist supervisor with recognizing and celebrating agent accomplishments and with creating an enthusiastic and positive environment. Ø

                  Must have at least one year of experience as a Golden Touch Agent or related customer service position. Demonstrated understanding of Medicare, Medicaid, and Managed Care. Ø

                  Must be able to work 10:00am – 7:00pm shift

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                  Altegra Health has developed CARES in response to our MA plan customers with Managed Medicaid plans asking Altegra Health to extend our...