DOL Bill Support Team Lead Description
Affiliated Computer Services, Inc. (ACS) is expertise in action™. We are a FORTUNE 500 company with 74,000 employees worldwide supporting client operations reaching more than 100 countries. We provide business process outsourcing and information technology solutions to world-class commercial and government clients. Our employees operate with integrity, and are flexible, reliable and responsive.
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
Customer Care Senior Specialist:
· Responsible for the timely reporting, escalation and resolution of day-to-day operational problems
· Provides analyses and recommendations on service delivery improvements, performance metrics and enhancements to productivity
· Develops and recommends quantitative measures and performance metrics
· Manages ad hoc technical projects as requested by management
All other duties as assigned
Site information:
Using standard systems, pull inventory and assign batches for Bill Support staff
- Compile data for reports, update spreadsheets, and ensure information is disseminated to appropriate recipients
- Monitor inventory and report aged issues. Coordinate with supervisor on a daily basis to ensure inventory is within compliance
- Process escalated issues and emails, assist in handling issues with the staff
- Monitor staff to ensure work is completed daily
- Respond to staff questions, request password resets, ensure Helpdesk is notified when systems are down
- Give positive feedback to improve the department, help to find new ways of improving departmental processes
- Assist with training for current and new employees
- Assist with special projects
- Act as a backup for the supervisor in the supervisor’s absence
Functional Description:
The Bill Support Team Lead works on assignments requiring considerable judgment and initiative. The person in this position must understand the implications of the workflow and inventory and make recommendations for solutions to problems. The Team Lead must learn department procedures to a high degree of proficiency in order to be able to respond to questions from staff both inside and outside of the department. The lead should also be able to determine methods and procedures on new assignments.
Education and Typical Years Experience
- A minimum of six months in current position and 12 months of experience in a health care-related field.
- Have excellent organizational, analytical, and communication skills.
- Good problem solving and decision making ability.
- Must be able to follow oral and written instructions.
- Must have excellent written and verbal communication skills.
- Advanced proficiency in Word and experience using Excel.
- Enjoy working in a fast-paced, production-oriented environment and be able to handle stress.
- Must be able to manage multiple tasks.
- Must have good organizational and decision-making skills.
- Must have the ability to anticipate needs.
- Must have the ability to maintain high level of confidentiality.
- Must have excellent attendance.
· Willing to work hours necessary to successfully accomplish assigned tasks.
All other duties as assigned.
ACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling 866-419-2226 .
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