Manage a team of Customer Service Supervisors to ensure they are providing direction, support and oversight to their teams of Customer Service Representatives. Implement and maintain service standards, to ensure that an outstanding member experience is being provided and that the needs of the members are being met. Collaborate with the Workforce Management team to monitor phone, correspondence and email queues in order to ensure that all aspects of customer service are being effectively delivered.
Responsibilities:
Responsible for managing Call Center performance: review relevant volume and quality trending and open item reports.
Monitor key indicators in reports, quality trending, customer service surveys to ensure achievement of performance targets and KPI's.
Initiate and monitor workflows and procedures.
Perform necessary analysis within Service to ensure that processes and procedures are effective and efficient.
Serve as liaison to all areas of the enterprise by enhancing service need responses; analyze calls trends; manage correspondence workflows; and handle sensitive and escalated customer inquiries.
Manage a staff of Customer Service Supervisors, Staff Assistants and Representatives to ensure they are all working in unison to deliver an outstanding member experience.
Proactively identify needs; work closely with IT departments on all systems – current, upgrades, patches, etc. to ensure there will be no issues for the Call Center that will have an adverse effect on our members.
Serve as escalation point for system related issues that arise; perform research as needed; work with technical staff to ensure that systems and processes are running smoothly.
Requirements:
Bachelor's Degree (preferably in business or healthcare) from an accredited institution; additional years of experience or specialized training/experience may be considered in lieu of educational requirement.
5-8 years' experience in the Healthcare Industry with minimum of 3-5 years' experience in a management role required
2 years of previous supervisory experience in a customer service or health care environment preferred
Extensive knowledge of insurance contracts, medical, hospital and dental procedures preferred
Work experience leading a diverse workforce required
Experience interpreting, communicating and enforcing policies and procedures required
Excellent verbal and written skills to clearly and effectively communicate with physicians, patients, staff, consultants and referral agencies required
Proficiency in MS Office applications (word processing, spreadsheet/database, presentation) required
Experience with Avaya Telephony and Verint 360 preferred