JOB DESCRIPTION SUMMARY
Reporting to the Senior Supervisor, Customer Service, this role is responsible for overseeing the daily operations of the healthcare customer service call center and supporting front-line staff. This position ensures service delivery meets Key Performance Indicators (KPIs), related to customer satisfaction, response times and providing quality service.
Responsibilities include monitoring call center performance, providing coaching and feedback to Customer Service Representatives (CSRs) and Leads, and aligning team efforts with organizational goals. This position also handles escalated issues, ensuring timely resolution and proper documentation. Additionally, the role contributes to recruiting, onboarding, and training within the department.
DUTIES AND RESPONSIBILITIES
Call Center Support
Manage and process staff timesheets, payroll, and daily attendance
Generate and analyze daily call center performance reports
Monitor real-time service levels to ensure performance goals are met
Coordinate overtime with Workforce Management as appropriate
Oversee recruitment, onboarding and termination processes as needed
Provide guidance, support, and timely feedback to staff
Assist CSRs with escalated issues
Meet deadlines and respond promptly to internal and external inquiries
Implement customer service strategies and coordinate training needs with Workforce Management and Training
Identify process inefficiencies and recommend improvements to enhance efficiency, reduce risk, or lower cost
Develop and maintain Standard Operating Procedures (SOPs)
Lead or implement at least one process improvement or innovation annually
Training/Development
Monitor individual, team, and call center performance to identify trends and ensure achievement of targets
Monitor service calls for professionalism, accuracy, and compliance with company policies
Develop action plans based on performance insights and data analysis
Assess department needs and manage the development of call center policies and procedures
Management & Leadership
Lead and develop a high-performing team of 3A+ self-accountable professionals
Foster a culture of authentic accountability by consistently modeling expected behaviors
Instill a culture of safety and expectation within your respective area/s
Require direct reports to hold themselves accountable to high performance standards and personal conduct in a clear, helpful, straightforward way
Conduct one-on-one conversations with every direct report monthly focused on their 3A+ capabilities, impact, and effort
Make decisions impacting staff using the steps outlined in the “Outward Leadership” guide
Promote a culture of inclusion leveraging the “Outward Inclusion” principles
Other
Utilize all capabilities to satisfy one mission — to enhance the competitiveness and profitability of our members. Do everything possible to help members succeed by being curious and striving to understand what others are trying to achieve, planning, and executing work helpfully and collaboratively. Be willing to adjust efforts to ensure that work and attitude are helpful to others, be self-accountable, create a positive impact, and be diligent in delivering results
Maintain internet speed of 40 MB download and 10 MB upload and router with wired Ethernet
Maintain a HIPAA-compliant workstation and utilize appropriate security techniques to ensure HIPAA- required protection of all confidential/protected client data
Maintain and service safety equipment (e.g., smoke detector, fire extinguisher, first aid kit)
All other duties as assigned
PHYSICAL DEMANDS/WORKENVIRONMENT The physical demands and work environment described here represent those that an employee must meet to successfully perform this job’s essential functions.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to communicate with others. The employee frequently is required to move around the office.
The employee is often required to use tools, objects, and controls. This noise level in the work environment is usually moderate.
QUALIFICATIONS
BS/BA degree and three (3) to five (5) years of experience as a Supervisor in a Customer Service environment, preferred.
Proven ability to coach, mentor and develop employees, including delivering constructive performance feedback
Strong knowledge of call center operations, including statistical analysis and reporting
Demonstrated team collaboration and support for collective decision-making
Effective multitasking, prioritization, organizational, and leadership skills
Experience monitoring customer interactions and analyzing information to make informed business decisions
Excellent customer service and problem-solving skills
In-depth knowledge of the health insurance, health products, claims processing, medical terminology, and ancillary services
Strong written and verbal communication skills
Proficient in Microsoft Office and call center systems, including phone, email, chat, workforce management, quality assurance and other software tools
Comfortable working in a fast-paced environment
Internet access provided by a cable or fiber provider with 40 MB download and 10 MB upload speeds
Home router with wired Ethernet (wireless connections and hotspots are not permitted)
A designated room for your office or steps taken to protect company information (e.g., facing computer towards wall, etc.
A functioning smoke detector, fire extinguisher, and first aid kit on site
Bilingual in Spanish is a plus