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