Call Center Supervisor (Clerk III)

Summary/ Objective:

• The Call Center Supervisor serves at the direction of the Call Center Manager I to handle all escalated calls and facilitates effective resolution of provider and customer service-related issues/complaints.

Primary Duties (90%):

• Assists in the supervision and coordination of the day-to-day activities to ensure the quality of the teams performance and production levels agree with Companys standards and meet Centers for Medicare & Medicaid Services (CMS) contractual requirements.
• Leads a team of Patient Service Representatives (PSRs) to provide high-quality customer service for the Medicare Helplines.
• Conducts quality assurance audits of teams to ensure the accuracy and timeliness of the Call Centers work products.
• Provides regular feedback technical assistance and moral support to the staff.
• Conducts continuous PSR call-monitoring via Media Exchange Interface for End Users (MXIE) to ensure call wait time is within contract requirements.
• Ensures team adheres to break and lunch schedules and ensures PSRs are logged into the correct telephone lines/queues.
• Coaches team to ensure excellent customer service practices and participates in the interview process.
• Initiates and coordinates ongoing training for new and existing Call Center staff.
• Assists the Call Center Manager I with complex work assignments including developing and implementing Call Center processes and procedures to ensure accuracy and integrity.
• Exercises sound judgment and independence in performing all required functions.
• Assists in reviewing and analyzing Call Center management statistics to meet performance objectives.
• Participates in the continuous improvement process to identify quality issues and recommend solutions.
• Supports senior management in enforcing Companys policies.
• Protects the confidentiality of patient information through compliance with the Health Insurance Portability and Accountability Act (HIPAA) and the Health Information Technology for Economic and Clinical Health Act (HITECH).
• Performs other duties as assigned.

Secondary Duties (10%):

• Staffs the Medicare Helpline directly and processes beneficiary calls and case intake as required.
• Attends annual security rules of conduct and conflict of interest training.

Summary/ Objective:

• The Call Center Supervisor serves at the direction of the Call Center Manager I to handle all escalated calls and facilitates effective resolution of provider and customer service-related issues/complaints.

Primary Duties (90%):

• Assists in the supervision and coordination of the day-to-day activities to ensure the quality of the teams performance and production levels agree with Companys standards and meet Centers for Medicare & Medicaid Services (CMS) contractual requirements.
• Leads a team of Patient Service Representatives (PSRs) to provide high-quality customer service for the Medicare Helplines.
• Conducts quality assurance audits of teams to ensure the accuracy and timeliness of the Call Centers work products.
• Provides regular feedback technical assistance and moral support to the staff.
• Conducts continuous PSR call-monitoring via Media Exchange Interface for End Users (MXIE) to ensure call wait time is within contract requirements.
• Ensures team adheres to break and lunch schedules and ensures PSRs are logged into the correct telephone lines/queues.
• Coaches team to ensure excellent customer service practices and participates in the interview process.
• Initiates and coordinates ongoing training for new and existing Call Center staff.
• Assists the Call Center Manager I with complex work assignments including developing and implementing Call Center processes and procedures to ensure accuracy and integrity.
• Exercises sound judgment and independence in performing all required functions.
• Assists in reviewing and analyzing Call Center management statistics to meet performance objectives.
• Participates in the continuous improvement process to identify quality issues and recommend solutions.
• Supports senior management in enforcing Companys policies.
• Protects the confidentiality of patient information through compliance with the Health Insurance Portability and Accountability Act (HIPAA) and the Health Information Technology for Economic and Clinical Health Act (HITECH).
• Performs other duties as assigned.

Secondary Duties (10%):

• Staffs the Medicare Helpline directly and processes beneficiary calls and case intake as required.
• Attends annual security rules of conduct and conflict of interest training.

Essential Knowledge:

Knowledge of Medicare or health-related business experience is required. Call Center supervisory experience using Call Center management tools and technologies. Strong technical writing in terms of documentation procedures scripts etc. Strong desktop application tool experience (i.e. Microsoft Word Excel Windows Internet Explorer etc.).

Essential Education:

An associate degree plus three years of experience related to most of the jobs essential functions or a bachelors degree plus two years of experience related to most of the essential functions of the job or four years of experience related to the critical functions of the job.

Essential Skills:

• Ability to provide excellent customer service.
• Ability to work independently with minimal supervision.
• Excellent written and verbal communication skills are required.
• Ability to direct others and work as a team member by maintaining good working relationships with co-workers management and customers.
• Ability to organize and coordinate multiple simultaneous tasks in a team environment.
• Skilled in interpersonal relations and conflict resolution.
• Strong analytical ability and problem-solving skills.
• Experience and skill in word processing basic spreadsheet and presentation software applications.
• Familiarity with database software programs (Microsoft Office).
• Ability to give and receive feedback.

Organizational Fit Considerations:

Must be flexible and proactive in covering and overseeing services provided by the area or function under the Call Center Supervisors control. May require extended work hours during the week weekends holidays on-demand to prevent adverse situations. Schedules vary and include weekends and holiday shifts. Requires establishment and maintenance of good working relationships with people at all levels within Company and physicians and others outside of Company.

SCA Coverage:

Company is a federal contractor under the McNamara-OHara Service Contract Act (SCA).

The McNamara-OHara Service Contract Act (SCA) covers prime contracts of over $2500 entered by the federal government and the District of Columbia. The principal purpose of the contract is to furnish services in the U.S. through the use of service employees. The definition of service employee includes any employee engaged in performing services on a covered contract other than a bona fide executive administrative or professional employee who meets the exemption criteria set forth in 29 Code of Federal Regulations (CFR) 541. Under the SCA covered employers must pay the prevailing wages and benefits in the locality at a minimumas determined by the U.S. Department of Labor (DOL) in a wage determination.

The position of Call Center Supervisor is considered a service position and is mapped to the Occupation Code and Title 01113 General Clerk III of the current Wage Determination. For more information on this Occupation Code please refer to the SCA Directory of Occupations at determinations and employee rights on government contracts are posted in break rooms (or an alternative location where labor law posters are displayed) for employees to review.

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