Supervisor, Call Center

Emblem Health Farmington , CT 06030

Posted 2 months ago

  • Develop, supervise, and audit the telephone call center staff to consistently achieve departmental goals and create an effective interface between internal and external customers.

  • Monitor staff to ensure compliance with departmental and corporate policy, procedures, and standards of performance.

  • Ensure appropriate scheduling/allocation of staff to provide coverage for normal and peak customer demand periods.


  • Develop, supervise, and evaluate assigned staff (up to 20+ employees).

  • Develop, communicate and monitor performance expectations and plans for all direct reports; conduct performance reviews within specified time frame. Provide feedback on a regular basis.

  • Apply personnel policies to ensure the continual development of staff; act as a coach and mentor for staff to assist with the resolution of employee performance issues.

  • Maintain an environment of quality improvement through continuous evaluation of processes and policies. Lead and develop teams to quickly diagnose root causes to problem areas.

  • Conduct phone audits of Call Center staff to ensure quality in product knowledge, customer service and effectiveness of training.

  • Identify and recommend new technologies and process efficiencies.

  • Track and report statistics on unit activity, response times, quality results, and other measures that affect departmental objectives.

  • Perform other related projects and duties as assigned.

  • Interact with staff to enhance procedures and workflows within Customer Service and other Departments.

  • Interact with various departments throughout ConnectiCare to identify, address and resolve questions, procedures and issues surfacing through communication and contact with members, providers, and facilities.


  • Bachelor's Degree required; additional years of related experience/specialized training may be considered in lieu of educational requirements

  • 3 - 5 years of relevant professional work experience required

  • 1+ years of experience managing staff and processes in a customer service environment required

  • Telephone customer service experience preferred

  • Prior experience in a healthcare organization, medical office, sales/service, or billing environment preferred

  • Excellent communication skills (verbal, written, active listening, interpersonal) with all levels/types of staff required

  • Demonstrated analytical and collaborative problem-solving skills required

  • Knowledge of medical terminology and procedural coding, provider reimbursement, coordination of benefits and all types of medical claims preferred

  • Previous system user experience in a highly automated environment required

  • Proficient in MS Office (Word, Excel, Powerpoint, Outlook, etc.) required

  • Knowledge of telephone system technology, especially ACD mechanics preferred

  • Bilingual preferred

Additional Information

  • Requisition ID: 2115M
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Supervisor, Call Center

Emblem Health