Customer Service - Supervisor Customer Service Medicare 105-4004
CommunityCare HMO Inc., Tulsa, OK, United States
Job Summary
The Supervisor Customer Service 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.
Strategize and monitor daily activities of customer service operations and telephone performance standards, making staff adjustments as required.
Hire, train and prepare 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 motivate assigned staff to achieve highest quality and quantity of work and to exceed customer expectations.
Respond to and resolve member/provider issues/complaints elevated to a supervisory level.
Actively participate in company and departmental committees as assigned; identify and communicate any new processes or activities that directly impact employees or operations of the department.
Communicate regularly to employees any benefit, network, or process changes that have a direct impact on inquiry responses.
Maintain 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.
Perform other job-related 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.
CommunityCare is an equal opportunity at-will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.
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The Supervisor Customer Service 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.
Strategize and monitor daily activities of customer service operations and telephone performance standards, making staff adjustments as required.
Hire, train and prepare 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 motivate assigned staff to achieve highest quality and quantity of work and to exceed customer expectations.
Respond to and resolve member/provider issues/complaints elevated to a supervisory level.
Actively participate in company and departmental committees as assigned; identify and communicate any new processes or activities that directly impact employees or operations of the department.
Communicate regularly to employees any benefit, network, or process changes that have a direct impact on inquiry responses.
Maintain 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.
Perform other job-related 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.
CommunityCare is an equal opportunity at-will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.
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