Supervisor, Call Center - Hybrid role (Farmington, Connecticut)

Customer Service Manager

Develop, supervise, and audit the telephone call center staff to consistently achieve departmental goals and create an effective interface between internal and external customers. Monitor staff to ensure compliance with departmental and corporate policy, procedures, and standards of performance. Ensure appropriate scheduling/allocation of staff to provide coverage for normal and peak customer demand periods.

Principal Accountabilities

• Develop, supervise, and evaluate assigned staff (up to 20+ employees).
• Develop, communicate and monitor performance expectations and plans for all direct reports; conduct performance reviews within specified time frame. Provide feedback on a regular basis.
• Apply personnel policies to ensure the continual development of staff; act as a coach and mentor for staff to assist with the resolution of employee performance issues.
• Maintain an environment of quality improvement through continuous evaluation of processes and policies. Lead and develop teams to quickly diagnose root causes to problem areas.
• Conduct phone audits of Call Center staff to ensure quality in product knowledge, customer service and effectiveness of training.
• Identify and recommend new technologies and process efficiencies.
• Track and report statistics on unit activity, response times, quality results, and other measures that affect departmental objectives.
• Perform other related projects and duties as assigned.
• Interact with staff to enhance procedures and workflows within Customer Service and other Departments.
• Interact with various departments throughout the organization to identify, address and resolve questions, procedures and issues surfacing through communication and contact with members, providers, and facilities.

Qualifications

• Bachelor's Degree
• 3 5+ years of relevant professional work experience (Required)
• 1+ years of experience managing staff and processes in a customer service environment (Required)
• Additional years of related experience/specialized training may be considered in lieu of educational requirements (Required)
• Telephone customer service experience (Preferred)
• Prior experience in a healthcare organization, medical office, sales/service, or billing environment (Preferred)
• Excellent communication skills (verbal, written, active listening, interpersonal) with all levels/types of staff (Required)
• Demonstrated analytical and collaborative problem-solving skills (Required)
• Knowledge of medical terminology and procedural coding, provider reimbursement, coordination of benefits and all types of medical claims (Preferred)
• Previous system user experience in a highly automated environment (Required)
• Proficient in MS Office (Word, Excel, Powerpoint, Outlook, etc.) (Required)
• Knowledge of telephone system technology, platforms, systems, etc (Preferred)