What do I do?

Well, I've gone from customer service to team lead / express desk.

Team Lead will encompass gathering the reps stats and preparing a weekly rating - it's my job to let them know how they're doing. It's also my job to help them improve - which may mean sitting with them to see where the weaknesses are and brain storming strategies to get them where they need to be.

Express Desk is a catch all advanced response team. I'll be a gate keeper for new reps requests - to make sure the requests contain all the information needed and are directed to the correct department. I'll be working requests that come to our department - usually pertaining to research type requests like account audits. I'll do Rx overrides and eligibility for emergent situations. I'll do call backs on completed requests to let the member/provider know the outcome of their request. I'll respond to e-mails to my department. I'll respond to certain tech-help e-mail requests.

Both teams handle escalated supervisor calls, both teams handle the secure e-mail voicemail. Both teams share time on a help line that our CSR's can use to get immediate help.

On top of all of the responding/reporting above - I'm the catch all in my remote location too - I do the research for managers as requested. And one major client is about to start open enrollment Monday - so we will have lots of web related calls as they do this online. I'm one of the last resort people.

To top it all off - they don't have all the accesses set up just yet - so there are certain key functions I haven't been "allowed" to do yet.

Next week is going to be full of bumps and my feet will be to the fire as I try to meld all of this together - in all reality its several roles I'm trying to make function together. There is some overlap so it should be doable but it's going to be a bit before I have it running smoothly.