Team Leader, Operations - Customer Service (Cedar Rapids)

Location US-IA-Des Moines
Job ID
Requires Non-Compete?

Job Summary

Join the Wellmark as a Team Leader in Operations supporting Customer Service in our Cedar Rapids Office! You will contribute to the overall corporate mission by providing leadership, planning, coaching, and daily direction to our Associates to exceed customer service expectations to members, providers and employers. As a Team Leader, you will cultivate ideas and facilitate process improvement initiatives which result in achieving division goals, operational efficiencies, cost-savings, customer satisfaction and retention. You will build and promote an environment of mutual trust, empowerment and teamwork as well as foster and encourage employee development.

Minimum Qualifications Required (all must be met to be considered)

High School Diploma or GED


4+ years of experience, including:

  • Proven effective leadership in a medium to high complexity organization, or equivalent work experience typically gained through a combination of project or informal leadership that demonstrates knowledge of unit work processes, products and services, and leadership competencies.
  • Experience in business, health care, insurance, financial services, or related industry.
  • Ability to communicate “Voice of the Customer” to the organization; exhibits customer focus and customer relationship management skills throughout prior experience.
  • Critical thinking and workflow management skills with demonstrated ability to comprehend and process complex concepts.
  • Excellent oral and written communication skills including but not limited to writing reports, letters and documents for internal/external audiences, and presenting to various internal and external audiences.
  • Demonstrated ability to create working relationships internally/externally to the unit/company.
  • Ability to lead diverse groups of individuals in highly technical, diverse settings to achieve planned goals.
  • Strong team building skills, including coaching, mentoring, and performance improvement.
  • Strong business technical knowledge, such as claims and member records processing, benefits and products, or processing systems.
  • Demonstrated ability to manage change and effective use of process improvement tools and techniques to improve processes and improve customer satisfaction.




Hiring Specifications Preferred

  • Bachelor's Degree in business, health care administration or related field
  • Health insurance operations claims, customer service and membership enrollment 
  • Demonstrated leadership experience in healthcare or multi-service level operations
  • HIAA Certification
  • State of Iowa/South Dakota Health Insurance License
  • Knowledge of self-insured and blue card market segment






Job Accountabilities

a. Lead, develop, motivate, and coach staff to support business objectives and produce results that are effective, accurate, timely, and on target to meet or exceed team and stakeholder needs. Works together and collectively to identify ways to continue to improve Wellmark's culture.

b. Supervise the ongoing operations of departmental functions to ensure compliance with internal standards, policies/procedures and external regulations.

c. Ensure customer inquiries and issues are resolved timely and accurately, leading to customer satisfaction and retention.

d. Successfully achieves unit quality, production, financial and customer goals.

e. Research and resolve complex business problems and situations to the satisfaction of the customer.

f. Evaluate and initiate continuous process improvement, resulting in the reduction of rework and increased customer satisfaction. Leads and participates in cross functional project teams to successful outcomes.

g. Responsible for assuring human and other resources are used effectively through appropriate budget planning and inventory management.

h. Other duties as assigned.


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