Supervisor, Member Services Public Plans

• Team Management:
  • Oversee daily operations of the service center team.
  • Schedule shifts and manage attendance.
  • Provide training and development for team members.

• Performance Monitoring:
  • Track and analyze key performance indicators (KPIs).
  • Conduct regular performance reviews of team members and provide feedback.
  • Implement strategies to improve team performance.

• Customer Service:
  • Ensure high levels of customer satisfaction.
  • Work to ensure calls and issues are being resolved on first contact
  • Handle escalated customer issues and complaints.
  • Develop and implement customer service policies and procedures.

• Reporting and Analysis:
  • Prepare and present reports on team performance and customer feedback.
  • Analyze data to identify trends and areas for improvement.
  • Use insights to make informed decisions and recommendations.

• Communication:
  • Facilitate effective communication within the team and with other departments.
  • Conduct team meetings and briefings.
  • Ensure team members are informed about updates and changes.

• Quality Assurance:
  • Monitor and evaluate calls for quality assurance purposes.
  • Provide coaching and support to ensure adherence to quality standards.
  • Develop and implement quality improvement initiatives.

• Technology and Tools:
  • Ensure the team is proficient with contacts center software and tools.
  • Troubleshoot technical issues and coordinate with IT support.
  • Stay updated on new technologies and recommend upgrades.

• Compliance:
  • Ensure compliance with company policies and industry regulations.
  • Conduct regular audits and assessments.
  • Address any compliance issues promptly.
  • Ensure all interactions are HIPAA compliant and adhere to state and federal regulations.

• Continuous Improvement:
  • Represent the voice of the customer by contributing to continuous improvement initiatives and providing feedback on member interactions and suggesting process enhancements.

• Other duties or projects as assigned by your manager

Qualifications what you need to perform the job.

Education Certification and Licensure

Required: Associate degree or equivalent work experience

Preferred

• Bachelors degree or equivalent work experience preferred.

Experience (minimum years required):

Required

• 3-5 years of customer service experience.

Preferred

• Previous supervisory experieince.
• Customer service experience in health care call center or corporate office.
• Knowledge of medical terminology.
• Prior experience training and working in a virtual/remote setting.

Skill Requirements

The following skills help ensure a call center supervisor can effectively manage their team and maintain high standards of customer service.

To excel as a call center supervisor several key skills are essential:

Leadership: Ability to inspire and motivate the team providing clear direction and support.

Communication: Strong verbal and written communication skills to effectively interact with team members and customers.

Problem-Solving: Aptitude for identifying issues and implementing effective solutions quickly.

Analytical Skills: Ability to analyze performance data and make informed decisions based on insights.

Customer Service: Deep understanding of customer service principles and practices to ensure high satisfaction levels.

Time Management: Efficiently managing time and prioritizing tasks to meet deadlines and goals.

Technical Proficiency: Familiarity with contact center software and tools and the ability to troubleshoot technical issues.

Conflict Resolution: Skills to handle escalated customer complaints and resolve conflicts within the team.

Adaptability: Flexibility to adapt to changing situations and new challenges.

Coaching and Mentoring: Ability to train develop and provide constructive feedback to team members.

Working Conditions and Additional Requirements (include special requirements e.g. lifting travel):

• Must be able to work under normal office conditions and work from home as required.
• Work may require simultaneous use of a telephone/headset and PC/keyboard and sitting for extended durations.
• May be required to work additional hours beyond standard work schedule.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of employees assigned to this position. Management retains the discretion to add to or change the duties of the position at any time.