Call Center Lead / Benefits Liason

Strategic Outsourcing, Inc., the 5th largest PEO in the nation, has two positions available in the Payroll Department. We are seeking an experienced Call Center Team Lead/Benefits Liaison and an experienced HR Recruiter for our Corporate Office in Charlotte, NC.

Our Call Center Team Lead/Benefits Liaison is responsible for:
Helping department managers implement and maintain the call monitoring system and communicating status of quality assurance and training issues to department managers and employees on an ongoing and regular basis.
Researching escalated, unresolved issues and ensure resolution.
Training new team members on duties and assist supervisor with day-to-day employee training.
Monitoring, tracking, maintaining and providing feedback of Siebel records and reports of service request for quality and timely resolution.
Developing and maintaining materials and manuals to be used for training and ongoing education as well assisting with the implementation and training on any new departmental information technologies with department members.
Monitoring and responding to call overflow.
Providing assistance to other departments as needed, assuming call volume allows.
Responsible for maintaining confidentiality of all employees/clients information that they have access to, such as SSNs, addresses, salary, etc.
Researching monthly high dollar claims reports for client renewal meetings.
Assisting corporate employees with personal claims issues.
Assisting client employees with escalated or unresolved Health Plan issues.
Performing initial review of Health Plan appeals.
Performing and completing Medicare reimbursement research and reimbursements.
Acting as a liaison with Health Plan vendors regarding escalated issues.
Troubleshooting Health Plan eligibility issues.
Researching claim discrepancies for providers and Health Plan members.
Acting as a single point of contact for Benefits issues for high maintenance clients.
REQUIREMENTS
Skills and abilities required for Call Center Team Lead/Benefits Liaison include:
Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
Typing, MS Office Suite including Outlook, Excel, Word, Ect.
Supervisor/Management Experience preferred.
Qualified applicants should submit a resume with cover letter indicating salary requirements

Local applicants only – no relocation available.

All offers will be contingent upon successful background and drug screens. Strategic Outsourcing, Inc. is an equal opportunity employer.