Customer Service - Supervisor Customer Service 105-4004

JOB SUMMARY:

The Customer Service Supervisor will build a strong team of Customer Service Representatives and shape staff behaviors to accomplish desired results to meet the expectations and needs of our members, providers and internal customers. You will be responsible for providing ongoing coaching to inspire our Customer Service Representatives to deliver exceptional customer service as well as coaching to develop CSRs in their current role or to take on additional responsibilities.  You will play a collaborative role in growing and implementing company standards and processes.  You will communicate within the department and interdepartmentally and should be analytical, supportive and prepared to act as a resource.  You will be responsible for meeting and maintaining performance benchmarks, meeting operational compliance requirements required by CMS regulations, company and departmental policies and managing critical processes.  To ensure success you need to employ prudence and tact in interacting with others and be focused on customer and staff retention.  Be a driver of change and passionate about helping employees adapt to organizational change.

KEY RESPONSIBILITIES:

• Perform to a high level of accuracy through effective time management, being meticulous and organized.
• Manage and assess customer service staff activities and provide CSRs with regular performance-related feedback and coaching.
• Strategizing and monitoring of daily activities of customer service operation and telephone performance standards.  Make staff adjustments as required.
• Hiring, training and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems to successful resolution for our members.
• Ensure CSRs understand and comply with all contact center objectives, performance standards and policies.
• Monitor and evaluate CSR performance, provide learning and coaching opportunities and take appropriate corrective action when necessary.
• Analyze data and collaborate with other supervisors and members of management to maintain contact center results that maximize customer satisfaction.
• Identify operational issues and seek improvements.
• Lead and implement change initiatives related to business processes and improvements.
• Drive adoption and proficiency changes within the organization.
• Coaches and motivates assigned staff to achieve highest quality and quantity of work and to exceed customer expectations. 
• Responds and resolves member/provider issues/complaints elevated to a supervisory level.
• Actively participates on company and departmental committees as assigned. Identifies and communicates any new processes or activities that directly impact employees or operations of department. 
• Communicates regularly to employees any benefit, network, or process changes that have a direct impact on inquiry responses. 
• Maintains regularly scheduled meetings to inform and instruct staff of any changes in process or compliance issues.
• Assist in the development or review of departmental policies and procedures to ensure operational excellence.
• Other duties as assigned.

QUALIFICATIONS:

• Thorough knowledge of CMS regulations for MAOs as related to customer service functions.
• Proficiency with technology, especially computers, software applications and phone systems.
• Excellent problem solving, leadership and customer service skills. 
• Analytical, efficient, and thorough.
• Demonstrated ability to coach, train and motivate employees and evaluate their performance.
• Exceptional verbal and written communication skills.
• Ability to read, analyze and interpret complex documents including health benefit manuals.
• Ability to remain calm and courteous under pressure and navigate tense situations.
• Highly organized and attentive to detail.
• Successful completion of Health Care Sanctions background check.

EDUCATION/EXPERIENCE:

• High School diploma or equivalent; Bachelor’s degree preferred.
• Three to five years’ previous customer service experience preferably in a call center or healthcare environment or equivalent educational experience.
• Minimum 1 year in leadership or decision-making role within customer service department.