Supervisor Customer Service

2 days ago

mon, India TekWissen LLC Full time
Overview: TekWissen Group is a workforcemanagement provider throughout the USA and many other countries inthe world. Our company stands at the forefront of healthcareinnovation leveraging cuttingedge technology and transformativestrategies to improve patient outcomes and drive healthcaretransformation. With a mission to revolutionize the healthcareindustry combines deep industry expertise with datadriven insightsto empower healthcare organizations and providers to deliver highquality costeffective care. Through innovative population healthmanagement solutions also helps healthcare providers navigate thecomplexities of valuebased care ultimately enhancing the health ofcommunities across the globe. Their commitment to excellence andcollaboration has earned them recognition as a trusted partner inhealthcare delivery and a catalyst for positive change. Frompioneering care delivery models to advancing healthcare analyticscontinues to shape the future of healthcare delivery one innovationat a time. JobTitle: Supervisor Customer Service Location: Remote Duration: 6 Months Job Type: Contract toHire Work Type: Remote
Job Description: What Youll Be Doing:
  • Our Supervisor Customer Service is a keymember of our Customer Service Organization (CSO) team.
  • This individual will beresponsible for leading staff in a matrix environment to ensure theteam delivers the highest possible quality service to our HealthPlan partners including members providers and other constituents.
  • This position will lead the teamin achieving and maintaining service levels and customer experienceunderstanding that service has a direct impact on plan performance.
Collaboration Opportunities:
  • Supervisors work directly with our CustomerService Representatives (CSRs) to assist with providing support tohealth plan members providers and/or their representatives.
  • Collaboration can enhance overallteam performance improve customer satisfaction and contribute tothe success of the organization.
What You Will BeDoing:
  • Supervisor provides direct supervision to ateam of Customer Services team members ensuring the team handlesall customer inquiries in a timely professional and courteousmanner including phone calls or correspondence regarding benefiteligibility and all other inquiries and requests as well as properintake and handling of complaints/grievances.
  • This position is responsible for leadingcustomer service agents in all daytoday activities to consistentlymeet established customer service/contact center servicelevels/metrics schedule adherence and quality standards related tophone and nonphone work by monitoring activities such as live callsrecorded calls queues dashboards and other performance managementtools.
  • Partnering with theTraining and Development Department regarding training needs of newand/or current Customer Service team members; ensuring the teamreceives timely and effective staff training.
  • Monitors develops and coaches the team byconducting QA performance evaluations and reviews on customerservice staff; provides timely feedback on a monthly quarterlybiannual and/or annual basis; drives performance by providingdirect consistent feedback and direction on performance in a timelymanner to ensure continued productivity and quality standards aremet.
  • Handles escalated service issuesincluding request for supervisor/manager calls; review and respondto complex issues and questions.
  • Maintain and monitor departmental performance standardsand reports; review and analyze weekly and monthly departmentperformance reports; address performance issues and implementneeded interventions and coaching individual employee performanceto meet and exceed production and quality metrics.
  • Responsible for staying current andmaintaining a working knowledge/understanding of the health planrelated guidelines processes and protocols including program auditrequirements and ensure that adequate inservice education isavailable to staff.
  • Providemanagement with overall status reports including any issues thatmay impact the organization; take timely corrective action andfollowup to ensure these are in alignment with performancemeasurements.
  • Serve on variouscommittees participate in designated cross department work groupand attends required meetings.
Qualifications Required andPreferred:
  • Associates degree or equivalentyears of work experience; or working towards Associates Degree inhealthcare business or healthcare related field Required
  • 24 years experience with customerservice/call center operations within a managed care organizationhealth plan or thirdparty administrator Required
  • 24 years of supervisory or equivalentexperience supporting customer service call center or relateddepartments Required
  • Abilityto work and supervise team members remotely and support EVHcustomers in varying time zones Required
  • Ability to learn computer software system work with anACD phone system and use software to perform job Required
  • Ability to maintain pleasantdemeanor when dealing with difficult calls Required
  • Ability to multitask to complete calls andserve customers Required
  • Excellentwritten and oral communication & presentation skills Required
  • Demonstrated exceptional activelistening and communications skills Required
  • Bachelors degree in healthcare business orhealthcare related field Preferred
  • 58 years experience with customer service/call centeroperations within a managed care organization health plan orthirdparty administrator Preferred
  • 10 years of progressive management/supervisoryexperience supporting customer service call center or relateddepartments Preferred
  • Extensiveexperience with operations service and process engineeringimplementations Preferred
  • Entrepreneurial mindset geared toward the creationexecution and continuous improvement of health plan operations andimplementations Preferred
  • Bilingualin Spanish and English Preferred
TechnicalRequirements:
  • We require that all employees havethe following technical capability at their home: High speedinternet over 10 Mbps and specifically for all call centeremployees the ability to plug in directly to the home internetrouter.
  • These athome technicalrequirements are subject to change with any scheduled reopening ofour office locations.
TekWissen Group is an equalopportunity employer supporting workforce diversity.

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