Supervisor, Call Center
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:
- 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 required, preferably in operations or in a call center environment
- 3 years of claims related experience 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