MagnaCare is seeking Customer Service Team Leads to provide support to the Customer Service agents as a Subject Matter Expert (SME). This role is responsible for supporting the agents with escalated call support, managing the daily support chat, and assisting the Customer Service Supervisor with fielding calls and other contact methods to meet Service Level Agreements.
Primary Responsibilities
Support the daily operations of the Customer Service Team.
Support the Supervisor in coordinating break and lunch schedules, providing support to the representatives through the daily chat or at their workstations as needed.
Serve as the initial point of escalation.
Handle escalated customer concerns and complaints.
Help customers with problems and questions regarding claims.
Assist with claims processing.
Support the Supervisor and team in the daily management of requests and inquiries to ensure all service levels are met consistently.
Demonstrate strong customer service skills, including attention to detail, subject matter expertise, and professional call-handling skills (including escalation and de-escalation).
Clarify customer requirements, investigating and confirming understanding of requirements or problem.
Communicate effectively with individuals/teams to ensure high quality and timely expedition of customer requests.
Participate in activities designed to improve customer satisfaction and business performance.
Use decision-support tools to answer questions as needed.
Perform call center functions, including handling inbound calls and supporting projects as directed by management.
Maintain broad knowledge of client requirements, procedures, and key contacts.
Essential Qualifications
Experience required in a high-volume call center, healthcare plan, or healthcare practice organization.
Previous multi-channel experience (email, chat, and voice) preferred or strong background in a high-traffic call center.
Ability to effectively communicate through multiple channels (email, chat, and voice).
Bachelor's degree strongly preferred.
Intermediate knowledge of Microsoft Office (Word, Excel, Outlook).
Strong investigative and time-management skills.
Courteous with strong customer-service orientation.
Dependable with proficient attention to detail.
Must be flexible, with the ability to adapt to changes quickly and think conceptually.
Solid problem-solving skills.
Salesforce experience preferred.
Bilingual Spanish preferred.
At MagnaCare LLC, our people are committed to the improvement of how healthcare is accessed and delivered. When you join our team, you’ll become part of a diverse and welcoming culture focused on encouragement, respect, and increasing diversity, inclusion, and a sense of belonging at every level. Here, you’ll be encouraged to bring your authentic self to work with all your unique abilities.
For more than 30 years, MagnaCare LLC has been a trusted partner in delivering flexible, customized solutions for self-insured organizations. As a national third-party administrator (TPA), we combine proprietary technology, network expertise, and a deep understanding of labor to help our clients achieve their goals while supporting the people they serve.
Our focus on labor means we work closely with funds, Taft-Hartley Trusts, and other self-insured groups to deliver tailored solutions that go beyond the basics. From health plan administration and eligibility management to contribution accounting, we provide the tools and support organizations need to succeed. With specialized offerings such as flexible network administration, direct contracting, in-house medical and care management, and workers’ compensation programs, we create benefit plans that address unique needs with precision.
