The Supervisor, Outbound Contacts represents the company by leading a team of associates who make outbound contacts to members and/or providers regarding a variety of issues. The Supervisor, Outbound Contacts works within thorough, prescribed guidelines and procedures; uses independent judgment requiring analysis of variable factors to solve basic problems; collaborates with management and top professionals/specialists in selection of methods, techniques, and analytical approach.
The Supervisor, Outbound Contacts performs necessary follow up with team members and/or providers. Ensures responses to internal and external customer inquiries are completed on a timely basis to achieve service and quality standards. Decisions are typically are related to schedule, plans and daily operations. Performs escalated or more complex work of a similar nature, and supervises a group of typically support and technical associates; coordinates and provides day-to-day oversight to associates. Ensures consistency in execution across team. Holds team members accountable for following established policies.
High School Diploma
Prior experience as a project lead or subject matter expert, (SME).
Must be willing to work in the Louisville, KY or Miami, FL office
Must be willing to work 10:30am - 7PM Eastern Time Monday-Friday
Ability to work independently under general instructions and with a team
MS Office Suite to include both word and excel
Excellent communication skills
2+ years supervisory experience to include hiring, training, coaching and termination
Applied knowledge of customer service, or call center processes and practices
Knowledge of Medicare Savings Program
Health Plan experience
As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Montage Voice to enhance our hiring and decision-making ability. Montage Voice allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.
If you are selected for a first round interview, you will receive an email correspondence (please be sure to check your spam or junk folders often to ensure communication isn't missed) inviting you to participate in a Montage Voice interview. In this interview, you will listen to a set of interview questions over your phone and you will provide recorded responses to each question. You should anticipate this interview to take about 15 to 30 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.
Scheduled Weekly Hours