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Supervisor, Client Service

4 months ago

Hyderabad Telangana, India Zelis Full time

KEY RESPONSIBILITIES:

- Supervises, coaches, and develops staff to ensure quality client service and departmental expectations are met.
- Makes hiring recommendations and evaluates performance; merit increases, promotion or termination, and disciplinary action to maximize organization performance.
- Conducts weekly individual team meetings when necessary to advise of departmental updates.
- Assists in monitoring inbound/outbound call volumes, queues and KPIs to identify trends. Review and document staffing levels; coordinate Teams coverage across multiple shifts.
- Plans, coordinates, and organizes weekly reporting, monthly 1:1’s, and annual reviews.
- Partners with recruiting and other supervisors related to interviewing and hiring to ensure that our department is staffed with the best possible talent.
- Participate and present during monthly Team’s meetings.
- Reviews and handles timecard approvals and time off requests.
- Respond and resolve escalated issues and assigned projects.
- Should be able to plan and prepare a weekly call auditing schedule and share feedback and provide coaching to the team. Minimum of 10 calls per week.
- Maintain knowledge and communication of changes in our processes and procedures.
- Flexibility; department’s hours of operation - Eastern Standard time.

PROFESSIONAL EXPERIENCE:

- 1-3 years of experience leading or managing a team of 15+ team members in call center environment is mandatory.
- Should be able to demonstrate highest level of customer satisfaction with first call resolution techniques.
- Previous experience meeting or exceeding contractual agreements and/or given department metrics.

education:

- Bachelor’s degree and/or Industry Related Experience.

Zelis makes an impact: Our core values
- Impact client success
- make it happen
- Power innovation
- Act with agility
- Champion collaboration
- Thrive and rise

As a leading payments company in healthcare, we guide, price, explain, and pay for care on behalf of insurers and their members. We’re Zelis in our pursuit to align the interests of payers, providers, and consumers to deliver a better financial experience and more affordable, transparent care for all. We partner with more than 700 payers, including the top-5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, over 4 million providers, and 100 million members, enabling the healthcare industry to pay for care, with care. Zelis brings adaptive technology, a deeply ingrained service culture, and a comprehensive navigation through adjudication and payment platform to manage the complete payment process.

Commitment to Diversity, Equity, Inclusion, and Belonging

At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity

Zelis is proud to be an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We encourage members of traditionally underrepresented communities to apply, even if you do not believe you 100% fit the qualifications of the position, including women, LGBTQIA people, people of color, and people with disabilities.

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