Provider Relations Team Lead

Remote - Remote/ Hybrid Opportunities Available, CT

Team Lead play an extremely important role in motivating teams and ensuring their success. The Provider Relations Team Lead assists the Provider Relations Supervisor with overall Provider Relations Department operations by performing the following duties.

 Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Work with Supervisor to understand companywide goals & help the department contribute positively to the company’s vision. This involves developing strategies for improving productivity, performance & guiding staff to reach these goals
  • Motivate & monitor team performance and oversee the teams work for quality.
  • Assess the work performance of Provider Relations employees and identify areas that need improvement.
  • Compose and send emails to CTS Clients
  • Final approval for surcharges submitted by providers or team member.
  • First point of contact for all PR1, PR2 & PR3 team members.
  • Delegate tasks and oversee the day to day operations
  • Complete monthly scorecards for assigned PRC team members
  • Communicate goals and deadlines to the Provider Relations team
  • Aids Supervisor with training.
  • Supports team Supervisor and performs Supervisor duties when Supervisor is out of the office
  • Conduct team meetings to update team members on the best practices and continuing expectations.
  • Generates and shares comprehensive and detailed reports about team performance, mission-related objective and deadlines.
  • Performs call monitoring to ensure team members are meeting all call taking requirements.
  • Completes monthly score cards for assigned teams. Providers assigned team members with feedback on how to improve scores. Reports any elevated concerns to Supervisor for further review.
  • Other duties as assigned.

Supervisory Responsibilities:                                                   

Responsible for own work and not normally required to direct or supervise other personnel but may occasionally instruct or show another employee how to perform the work.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Additional Qualifications for promotion to Team Lead

  • Must be a PRC3 for at least one (1) year or equivalent experience
  • Must not be on corrective action for Attendance or Quality

Education and/or Experience:                                                                 

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Language Skills:                                                             

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills:                                                    

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.  Ability to compute rate, ratio and percent.  Ability to apply concepts of basic algebra.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:                                                            

The ability to understand more advance computer skills and be proficient in the intermediate knowledge of software such as Microsoft Word and Excel.

Scope of Responsibility:

Incumbent generally established own work plan and priorities, using and/or modifying established procedures, to assure timely completion of assigned work in conformance with established departmental policies and standards; problems lacking clear precedent are usually reviewed with supervisor prior to taking action.

Remote/Hybrid Opportunities/ COVID Vaccination Required

CTS offers a competitive, performance based, salary and fringe benefits program. CTS is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief. Employment decisions are made without consideration of these or any other factors that employers are prohibited by law from considering. Any discriminatory action can be a cause for disciplinary action.


JOB CODE: 1000172