[Hiring] Consumer Eligibility Specialist Team Lead @VIMO INC

Role Description

It's an exciting time to join Vimo®! We are looking for a Consumer Eligibility Specialist Team Lead to serve as the functional bridge between our frontline Specialists and the Supervisory team. In this role, you will be the "go-to" subject matter expert, providing real-time support to a team of Specialists while ensuring our mission of making health insurance simple is met with every interaction.

The Team Lead focuses on the day-to-day tactical success of the team, ensuring high-quality consumer service and providing the hands-on guidance necessary for our remote teams to thrive.

• Subject Matter Expertise: Serve as the primary resource for Specialists regarding complex Medicaid policies, eligibility rules, and health coverage enrollment procedures.
• Real-Time Support: Monitor live chat and call queues to provide immediate assistance to Specialists who assist consumers with application and enrollment assistance.
• Quality Mentorship: Review Specialist performance and provide coaching to improve accuracy in application data collection and plan selection.
• Internal Calibration: Assist the Supervisor in internal quality calibrations to ensure consistent interpretation of regulated guidelines across the team.
• Process Improvement: Identify error trends in the workflow process and suggest improvements to leadership to enhance the consumer experience.
• Operational Assistance: Assist with handling and resolving consumer inquiries or volume surges as needed to maintain service level standards.
• Training Support: Identify and manage individual and team training needs to ensure a high standard of service delivery is maintained and compliance standards are met.

Qualifications

• Experience: Minimum 2 years of experience in Medicaid eligibility and/or Managed Care Organization (MCO) environments, or a similar high-volume public assistance environment.
• Demonstrated Leadership: Proven track record of assisting peers, leading by example, or serving as a "Senior" or "Lead" in a previous professional setting.
• Policy Proficiency: Deep understanding of Medicaid regulations and the ability to interpret complex financial documentation.
• Technical Agility: Advanced proficiency with cloud-based Customer Relationship Management (CRM) tools and digital communication platforms.
• Communication: Strong interpersonal skills with the ability to explain complex policy details clearly and concisely to both consumers and colleagues.

Requirements

• Bilingual: Spanish/English is a plus.
• Experience: Experience with Nevada-specific Medicaid protocols and state-based marketplace operations is highly desired.
• Age: Must be 18 years of age or older.
• Connection: Cable/Fiber Broadband Internet with a hard-wired ethernet connection (Minimum 35 mb/s).
• Compatibility: NOT compatible with Mobile ISPs (e.g., T-Mobile), Satellite, or Wi-Fi.
• Hardware: Personal device with a functioning camera is required for all leadership meetings and training sessions.
• Pre-Employment Assessment: Candidates will be evaluated on a core competency set that includes written and verbal communication, technical proficiency (computer and internet navigation), and fundamental mathematical skills.

Benefits

• Competitive Compensation: Commensurate with experience and industry standards.
• Career Pathing: Direct mentorship from the Supervisor and a clear trajectory toward management roles.
• Collaborative Culture: A positive, success-driven environment that values individual contribution and team wins.
• Paid Training: Comprehensive leadership and systems training to ensure your success.