Job Description:
What You’ll Be Doing:
- Our Supervisor, Customer Service, is a key member of our Customer Service Organization (CSO) team.
- This individual will be responsible for leading staff in a matrix environment to ensure the team delivers the highest possible quality service to our Health Plan partners, including members, providers, and other constituents.
- This position will lead the team in achieving and maintaining service levels and customer experience, understanding that service has a direct impact on plan performance.
Collaboration Opportunities:
- Supervisor’s work directly with our Customer Service Representatives (CSR’s) to assist with providing support to health plan members, providers and/or their representatives.
- Collaboration can enhance overall team performance, improve customer satisfaction, and contribute to the success of the organization.
What You Will Be Doing:
- Supervisor provides direct supervision to a team of Customer Services team members ensuring the team handles all customer inquiries in a timely, professional, and courteous manner, including phone calls or correspondence regarding benefit, eligibility, and all other inquiries and requests as well as proper intake and handling of complaints/grievances.
- This position is responsible for leading customer service agents in all day-to-day activities to consistently meet established customer service/contact center service levels/metrics, schedule adherence and quality standards related to phone and non-phone work by monitoring activities such as live calls, recorded calls, queues, dashboards, and other performance management tools.
- Partnering with the Training and Development Department regarding training needs of new and/or current Customer Service team members; ensuring the team receives timely and effective staff training.
- Monitors, develops, and coaches the team by conducting QA, performance evaluations and reviews on customer service staff; provides timely feedback on a monthly, quarterly, bi-annual, and/or annual basis; drives performance by providing direct, consistent feedback and direction on performance in a timely manner to ensure continued productivity and quality standards are met.
- Handles escalated service issues, including “request for supervisor/manager” calls; review and respond to complex issues and questions.
- Maintain and monitor departmental performance standards and reports; review and analyze weekly and monthly department performance reports; address performance issues and implement needed interventions and coaching individual employee performance to meet and exceed production and quality metrics.
- Responsible for staying current and maintaining a working knowledge/understanding of the health plan related guidelines, processes, and protocols, including program audit requirements and ensure that adequate in-service education is available to staff.
- Provide management with overall status reports, including any issues that may impact the organization; take timely corrective action and follow-up to ensure these are in alignment with performance measurements.
- Serve on various committees, participate in designated cross department work group and attends required meetings.
Qualifications Required and Preferred:
- Associates degree or equivalent years of work experience; or working towards Associates Degree in healthcare, business or healthcare related field - Required
- 2-4 years’ experience with customer service/call center operations within a managed care organization, health plan, or third-party administrator - Required
- 2-4 years of supervisory or equivalent experience supporting customer service, call center or related departments - Required
- Ability to work and supervise team members remotely and support EVH customers in varying time zones - Required
- Ability to learn computer software system, work with an ACD phone system, and use software to perform job - Required
- Ability to maintain pleasant demeanor when dealing with difficult calls - Required
- Ability to multi-task to complete calls and serve customers - Required
- Excellent written and oral communication & presentation skills - Required
- Demonstrated exceptional active listening and communications skills – Required
- Bachelor’s degree in healthcare, business, or healthcare related field - Preferred
- 5-8 years’ experience with customer service/call center operations within a managed care organization, health plan, or third-party administrator - Preferred
- 10+ years of progressive management/supervisory experience supporting customer service, call center or related departments - Preferred
- Extensive experience with operations, service, and process engineering implementations - Preferred
- Entrepreneurial mindset geared toward the creation, execution and continuous improvement of health plan operations and implementations - Preferred
- Bi-lingual in Spanish and English - Preferred
Technical Requirements:
- We require that all employees have the following technical capability at their home: High speed internet over 10 Mbps and, specifically for all call center employees, the ability to plug in directly to the home internet router.
- These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.
Job Types: Full-time, Contract
Pay: $20.00 - $22.00 per hour
Application Question(s):
- Could you please tell me about your experience working with hand tools, test equipment and computer software to build, test and troubleshoot?
- How many years of experience do you have in the manufacturing environment?
- How many years of experience do you have in reading schematics and mechanical drawings?
Work Location: Remote