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Job Description:
The Customer Service Supervisor will be responsible for supervising and overseeing the customer service department, to include monitoring and auditing of the work performed by customer service. The Customer Service Supervisor will be responsible for ensuring that calls are handled according to the CMS required service level and meeting all CMS requirements.
Responsibilities
- Assists with the screening and hiring of customer service employees.
- Works collaboratively with the Call Quality Team to train new employees in the applicable customer service policies, procedures, and best practices.
- Organizes and oversees the schedules and work of assigned staff.
- Conducts regular coaching, mentoring and training sessions to further enhance the skill sets of the customer service department.
- Supervises a team of assigned customer service representatives and ensures they comply with company guidelines, focused on quality of service, the delivery of accurate information and a positive caller experience.
- Monitors or reviews calls or other correspondence between representatives and customers.
- Ensures that customer service representatives are informed about changes to benefits, products and services.
- Interacts with customers via telephone, email, or in person to provide support and information.
- As the subject matter expert, respond to escalated inquiries from members, providers and delegated entities, providing superior product and benefit information
- Partner with applicable staff to identity areas for improvement based on reported data.
- Identifies opportunities to update or improve customer service procedures and makes recommendations to Member Experience Manager.
- Collaborate with Enrollment, Claims, Health Services, Pharmacy, A&G and Sales to ensure that members and provider requests are appropriately resolved
- Identify issues impacting customer services’ ability to adequately provide information or assistance to members.
- Performs other related duties as assigned.
Position Requirements
- Excellent verbal and written communication skills, including active listening.
- Extensive knowledge of customer service procedures and principles.
- Service-oriented; Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
- Ability to coach and mentor customer service representatives.
- Ability to operate spreadsheet, word processing programs and computer equipment required to fulfill position responsibilities.
- Excellent organizational and interpersonal skills.
- Exceptional diplomacy skills to effectively resolve issues under sometimes tense and stressful circumstances.
- Readily adaptable to the changing needs of the business; able to manage multiple priorities; tolerance for ambiguity.
- Ability to use sound judgement, identify next steps to be taken, and develop appropriate solutions.
- Ability to collaborate with multiple parties to solve problems.
Competencies
- Accountability and Dependability: Assumes responsibility for accomplishing duties in an effective and timely manner.
- Integrity: Consistently honors commitments and takes responsibility for actions and words.
- Software and Computer Skills: Proficient in the use of Microsoft Office Suite, Highly skilled at using the Internet. Must learns effectively with computer-based and/or online training.
- Flexibility: Demonstrates adaptability and openness to alternative solutions and flexibility when interacting with others, understanding their attitudes, needs, interests, and perspectives.
- Inclusiveness: The ability to network and partner with all internal and external stakeholders including broad and diverse representation of private/public and traditional/non-traditional community organizations.
Skills and Education
- Bachelor’s degree, or applicable professional experience, required.
- Minimum 3 to 5 years experience in a healthcare or insurance industry call center.
Aspire Health Plan is an equal opportunity employer.
Salary range: $ 75,000 - $82,000
Assigned Work Hours:
M-F 8am - 5pm; evening and weekends possible
