Supervisor, Customer Service (Hybrid)

Summary:

• Manage the day-to-day responsibilities of telephone performance, coaching/counseling the customer service team, and inventories of offline work including eCorrespondence, social media, and HIPAA/Privacy form updates.

• Responsible for systemic testing related to updates to the CRM and the website portal; assist in training initiatives.

• Drive weekly meetings with call center management of other call centers and regularly attends configuration/grooming sessions for new systems and software.

• Provide recommendations for process improvements.

Responsibilities:

• Manage staff production and performance in order to meet corporate performance goals.

• Provide ongoing coaching and feedback to staff.

• Provide staff with appropriate resolution technique for sensitive calls, especially of a high priority nature.

• Serve as point/escalation person to answer the most complex telephone inquiries.

• Identify and coordinate staff training needs to ensure uniform, professional responses.

• Plan and organize the daily operation of the Service Department, including the processing of payroll for staff.

• Monitor and review attendance of staff to ensure proper levels of coverage.

• Analyze and trend inquiry types to identify process improvement opportunities, including development of educational material for staff.

• Monitor and optimize inventory levels of eCorrespondence, social media and HIPAA form updates to ensure timely resolution.

• Regular attendance is an essential function of the job.

• Perform other duties as assigned or required.

Requirements:

Education, Training, Licenses, Certifications

• 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

• 3+ years of customer service experience, preferably in operations or in a call center environment required

• 3+ years of claims related experience required

• Proficient with MS Office (Word, Excel, PowerPoint, Outlook, Teams, SharePoint, etc.) required

• Strong communication skills (verbal, written, presentation, interpersonal) with all types/levels of audience required

• 2+ years of supervisory experience in a customer service or health care environment preferred

• Extensive knowledge of insurance contracts, medical, hospital and dental procedures preferred

Additional Information

• Requisition ID: 1000001817
• Hiring Range: $52,000-$92,000