Supervisor - Call Center (plymouth meeting) compensation: TBD Supervisor -- Call Center The appropriate candidate would be responsible for supervising employees in the Call Center. It includes developing and implementing policies and procedures, training staff to perform specific functions and managing employee performance. Results & Responsibilities ¨Responsible for the administrative functions and supervision of Call Center employees. This includes backlog and quality management . ¨Provide organization, direction and staffing for all assigned tasks ¨Monitor calls and audit case files daily to ensure the proper target resolution is identified and that, if possible, the case is closed at or near the target resolution. ¨Ensure assigned staff members meet or exceed the standards, results, and responsibilities of their respective positions. ¨Coach, mentor, and evaluate the performance of an assigned team. ¨Assist in the selection, counseling, and discipline of all staff on the team. ¨Provide oversight and direction to staff for assigned cases. ¨Responsible for problem-solving issues and coordinating efforts with internal departments and subject matter experts. ¨Routinely evaluate and monitor service calls and case management procedures to recommend any necessary changes to the VP of Operations. ¨Escalate cases through the appropriate channels in accordance with Health Advocates policies and procedures. Qualifications Bachelors Degree or applicable work experience. Management or supervisory experience in a Call Center setting (benefits and/or claims processing supervisory experience a plus). Strong leadership skills and the ability to build effective teams. Effective communication skills to interact with members, physicians, and insurance carrier representatives, with an emphasis on ability to communicate both verbally and in writing. Assertive, self-confident, and resilient. Proficient computer skills. Ability to search and identify resources through the internet. Demonstrated ability to communicate concepts, strategies and plans in terminology understood by business professionals. Familiarity with various types of health insurance coverage, coordination of benefits, and UCR fees. https://home.eease.adp/recruit/?id=5913651
Posted on: Wed, 07 Jan 2015 18:27:40 +0000
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