Supervisor - Operations
Supervisor - Operations
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Job Description
Supervises a team of Customer Service Representatives and Team Leads.
Responsible for knowing the intricacies of all contracts and complying with contract standards.
Coordinates customers service needs within assigned team as required to ensure customer service. Refers complaints of service or process failure to Manager.
Responsible for tracking CSR performance and specific follow-up training.
Conducts training with team members and ensures up-to-date information is provided to each member.
Communicates with Clinical Coordinators and Providers by phone to ensure prompt and courteous service for all questions regarding product and service.
Investigates complaints and corrects errors following customer and company procedures.
Initiate disciplinary actions concerning team members i.e. verbal warnings records of discussion and formal disciplinary documentation. Forwards information to Manager for the completion of action.
Other duties as assigned.
Participates in the HealthHelp Quality Management Program as required
Adheres to all HIPAA state and federal regulations pertaining to the clinical programs
Adheres to both URAC & NCQA standards pertinent to their job description
Qualifications :
High school graduate (or equivalent) required
4 year College degree preferred
Minimum 1 year Healthcare experience preferred
Minimum 1 years in Clinical Contact Center environment preferred
Minimum 1 year supervisory experience preferred
Ability to supervise a large staff
Self-starter who works independently utilizing all available resources policies and procedures
Computer literate with analytical problem solving skills
Knowledge of medical terminology and anatomy
Managed care telephone referral experience preferred
Bi-lingual preferred but mot required
Excellent oral and written communication skills
Additional Information :
HealthHelp provides equal opportunities to all employees and applicants without regard to race color religion gender sexual orientation gender identity or expression national origin age disability genetic information marital status amnesty or status as a covered veteran in accordance with applicable federal state and local laws. If you need assistance in completing this application due to a disability please contact a member of the Talent Acquisition Group to request an accommodation or an alternative application process by emailing
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
