Supervisor, Call Center (Bilingual Chinese)

Wage Range: $70,000.00/yr - $80,000.00/yr

Job Summary

Under the general direction of the supervision of the Senior Manager of Grievance, Appeals, & Customer Solution Center, the Call Center Supervisor is responsible for developing and leading a team of Member Services Representatives in providing accurate and thorough interpretation of Clever Care benefits, claims processes, eligibility, and enrollment policies to members, providers, and internal customers. In addition, the Call Center Supervisor is responsible for the resolution of complex customer inquiries, the facilitation of problem resolution, and meeting or exceeding customers' expectations.

The Call Center Supervisor presents a consistent and professional demeanor to the team, all callers and internal customers and is expected to identify opportunities to improve customer service and efficiency. The Call Center Supervisor is expected to take responsibility for every interaction with a customer by providing outstanding service to build customer loyalty, improve customer retention, and satisfy corporate customer service goals and objectives. The Call Center Supervisor will be responsible for coaching, managing, and mentoring the team to increase member retention.

Functions & Job Responsibilities

• Responsible for supervision, development, auditing and coaching CSRs to assure productivity, quality, and timelines of work in the completion of assigned projects and department goals.

• Training and hiring of new employees. Supervisor will be responsible for hiring and creating a training process for all new hires.

• Supervisor will be responsible for ongoing training as needed, and will collaborate with management for continuous improvement strategies for the member services team.

• Supervisors will work closely with customer service representatives and other Supervisors as well as Customer Service Managers and Program Managers within functional areas of the project.

• Support and enforce call center expectations as well as departmental policies and procedures.

• Developing, measuring, and reporting of KPIs to management

• Addresses member, provider, and other department's needs, and concerns related to the Grievance, Appeals & Customer Solution Center department as needed.

• Uses good judgment, ability to make independent decisions and proactively problem solve as required.

• Investigates member complaints and performs front-line analysis and intervention when appropriate.

• Makes necessary outgoing phone calls to resolve member related inquiries.

• Meets or exceeds department established key performance indicators.

• Measures performance with key metrics such as call abandonment, average hold time, etc.

• Establishes schedule and ensures that staff adheres to assigned schedules to ensure appropriate phone queue coverage.

• Monitors agents to ensure resolution of complex member issues via telephone and written correspondence regarding benefit options, Medicare coverage, cancellations, enrollment, and member satisfaction.

• Assesses individual and team performance on a regular basis and provides candid, professional, and timely feedback regarding developmental and training needs.

• Answering questions from staff and providing guidance and feedback.

• Keep management informed on issues and problems.

• Manages and monitors daily workflow and reporting to ensure business objectives are maintained and accurately reported.

• Demonstrates strong written (e.g., documents calls accurately and comprehensively) and verbal skills.

• Employs active listening skills, demonstrates patience and empathy, and can handle difficult customers tactfully, courteously, and professionally.

• Strives for improved efficiency for processing member issues.

• Anticipates escalation and take over calls when needed.

• Interacts and forms contacts with other Clever Care departments to resolve issues.

• Participates in initiatives and/or responds to requests for help to contribute to team and department success.

• Assist the Member Services department with overflow calls during periods of high volume and outbound campaigns as necessary.

• Motivates and supports agents through feedback and communication.

• Assists in mentoring new staff as directed.

• Assist with department projects as needed.

EDUCATION: (Minimum educations & certifications required)

• High School Diploma or equivalent required. Bachelor's degree preferred or equivalent work experience preferred.

Leadership Expectations

By way of leadership approach, mobilize others to create extraordinary results, and unite people to turn challenges into successes by championing the following:

1.Model the Way:

• Clarify values by finding your voice and affirming shared values

• Set the example by aligning actions with shared values

2.Inspire a Shared Vision

• Envision the future by imagining exciting and ennobling possibilities

• Enlist others in a common vision by appealing to shared aspirations

3.Challenge the Process

• Search for opportunities by seizing the initiative and looking outward for innovative ways to improve

• Experiment and take risks by consistently generating small wins and learning from experience

4.Enable Others to Act

• Foster collaboration by building trust and facilitating relationships

• Strengthen others by increasing self-determination and developing competence

5.Encourage the Heart

• Recognize contributions by showing appreciation for individual excellence

• Celebrate the values and victories by creating a spirit of community

(#LI-Hybrid) (See LinkedIn)

Qualifications

Qualifications

• High School Diploma or equivalent required. Bachelor's degree preferred or equivalent work experience preferred.

• Fluent in Mandarin and/or Cantonese

• 2-4 years of relevant experience in supervising health plan customer service, tele sales, or member retention activities, preferred

• Preferred customer service experience in health care, call center, retail, hospitality, or corporate office, preferred

• Knowledge of medical terminology and Medicare advantage plan operations, preferred

Skills Set

• Must have strong computer and telephone multitasking skills

• Must have the ability to navigate through multiple systems

• Accuracy in data input and documentation

• Proficiency with MS Windows

• Proficient keyboard skills

Interpersonal Skills

• Excellent verbal and written communication skills are required

• Strong organizational skills

• Must have a strong passion for assisting seniors and people in general

• Ability to research and respond to a high volume of telephone inquiries in a consistent and professional manner

• Basic math, grammar, and spelling are required

• Ability to work under pressure and with attention to changing priorities

• Must be able to work cooperatively as part of a team

• Fast paced office environment handling multiple demands exercising appropriate judgment, as necessary.

Physical & Working Environment.

Physical requirements needed to perform the essential functions of the job, with or without reasonable accommodation:

• Must be able to travel when needed or required

• Ability to operate a keyboard, mouse, phone and perform repetitive motion (keyboard); writing (note-taking)

• Ability to sit for long periods; stand, sit, reach, bend, lift up to fifteen (15) lbs.

Ability to express or exchange ideas to impart information to the public and to convey detailed instructions to staff accurately and quickly.

Work is performed in an office environment and/or remotely. The job involves frequent contact with staff and public. May occasionally be required to work irregular hours based on the needs of the business.

Clever Care Health Plan is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.

Salary ranges posted on the job posting are based on California wages. Salary may be higher or lower depending on the candidate's state residency.