Position Purpose: Supervise assigned customer service function at the health plan to meet overall business goals and objectives
Ensure the team meets its goals and objectives through effective hiring, performance management, coaching and career development
Act as the Complaints Coordinator; ensuring all complaints are resolved and responded to appropriate parties
Develop, implement and maintain materials and programs ensuring production and quality standards are met
Hire, motivate, coach, counsel, and supervise the daily functions of the provider services staff
Educate members regarding plan benefits as appropriate and refer members to Connections Representatives
Evaluate and audit performance and identify and implement improvement opportunities to increase overall productivity and effectiveness
Ensure plan pends are completed
Review and respond to complex issues and questions
Ensure processes are compliant with contractual agreements and State and Federal regulations
Analyze and advise management of personnel, work-flow issues and trends and recommend resolutions
Audit daily phone log reports and access the need for changes
Education/Experience: Bachelor's degree in healthcare, business or a related field or equivalent experience. 2 years of customer service/call center experience, preferably in a healthcare or insurance environment. At least one year of experience as a supervisor or lead preferred.
Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.