Customer Service Supervisor- Bakersfield 1.1

Customer Service Supervisor

Location: Bakersfield, CA. (Onsite)

Classification: Full-Time

Schedule: Monday-Friday 8am-5pm

Benefits:

• Medical
• Dental
• Vision
• Paid Time Off (PTO)
• Floating Holiday
• Simple IRA Plan with a 3% Employer Contribution
• Employer Paid Life Insurance
• Employee Assistance Program

Compensation: The initial pay range for this position upon commencement of employment is projected to fall between $30.00 and $37.49. However, the offered base pay may be subject to adjustments based on various individualized factors, such as the candidate's relevant knowledge, skills, and experience. We believe that exceptional talent deserves exceptional rewards. As a committed and forward-thinking organization, we offer competitive compensation packages designed to attract and retain top candidates like you.

Position Summary:

The Customer Service Supervisor plays a pivotal role in overseeing the Customer Service Representatives (CSRs) and providing guidance on complex issues. This role involves monitoring and supporting CSR interactions to ensure exceptional service. Our Customer Service Representatives handle incoming calls from various stakeholders, addressing inquiries related to benefits, authorizations, claims, and eligibility.

Job Duties and Responsibilities:

• Manage incoming calls from members, providers, employers, and health plan coordinators.
• Exhibit professionalism and a helpful attitude to all callers.
• Maintain composure when dealing with challenging or upset callers.
• Address caller needs, assist callers, or transfer them to the appropriate party.
• Respond promptly to calls within defined timeframes, ensuring minimal on-hold times and call abandonment.
• Consistently provide precise and comprehensive information to callers.
• Utilize available resources to research and resolve moderately complex issues.
• Foster a high-performance, customer-centric work environment, aligning with UHCMSO's mission and values.
• Prioritize, delegate, and supervise CSR tasks, offering guidance, training, and support.
• Plan and execute work programs and customer service initiatives, refining departmental procedures and quality assurance tools.
• Contribute to ongoing tracking, documentation, and analysis to enhance team awareness and patient satisfaction.
• Instill a sense of urgency to meet and exceed patient needs.
• Assist with the implementation of customer service technologies and processes.
• Contribute to tracking and reporting on contact center performance metrics.
• Support departmental growth and development efforts.
• Participate in the development and maintenance of customer service processes and resources.
• Contribute to training and nurturing customer service staff.
• Analyze call issues and trends, collaborating with department leaders for improvements.
• Perform other assigned duties as required.

Qualifications:

• High school diploma or GED required.
• Five years' experience in healthcare setting, performing general Office tasks.
• Over three years of experience in a leadership or supervisory role.
• Two or more years' involvement in a managed care environment (preferred).
• Successful completion of a vocational/technical/business program in a related field (e.g., Health Insurance Specialist, Medical Assistant, Medical Billing, or Medical Office Assistant) may substitute for work experience.
• Familiarity with Microsoft Office applications such as Excel, Word, and Outlook.