Bilingual Supervisor, Non-Clinic Operations
This position is remote
We are more than just a healthcare company; we are a community of professionals driven by the knowledge that our success leads to a positive impact on the communities that we support.
At ComplexCare Solutions, you’ll play a crucial part in innovating solutions that empower health plan members and healthcare providers alike. Our collaborative environment fosters creativity and initiative, ensuring that every idea and effort contributes to meaningful change in the industry. Join us and become a part of a team that turns vision into action, making a tangible impact on the future of healthcare.
Overview: The Supervisor, Non-Clinic Operations plays an integral part within the team environment by providing work assignments, coaching and developing direct reports, and promoting teamwork and team building.
Duties and Responsibilities:
- Supervise a team of associates on active projects and collaborate on provider concerns or inquires ensuring timely resolution and customer satisfaction.
- Responsible for mentoring, coaching and developing a team of associates; Communicate with management regarding daily issues affecting sites, customer satisfaction, employee performance suitability and/or develop and implement corrective actions when necessary.
- Lead and participate in regularly scheduled staff meetings and conduct regular meetings with associates - Work as part of the management team to support the Operations Business Performance Metrics.
- Provide weekly and monthly progress updates to direct reports regarding quality scores and productivity using the SME Contact Center Representative scorecard.
- Perform ongoing periodic checks to ensure employees correctly perform procedures; identify deficiencies and work closely with training staff to correct any issues noted.
- Provide performance feedback in a timely manner and address any deviations from expectations - Maintain and be ultimately responsible for the development and execution of effective and positive employee relationships with sites; Identify and report IT issues, oversee ticket request submissions and follow up - Assist in the management of communication and correspondence with care provider offices, clients and other internal personnel.
- Provide direct individual and team leadership to achieve success in a call center environment including coaching, development and documented one on one sessions.
- Periodically as business needs require, rotate with peers to provide oversight for late evening shifts and weekends.
- Facilitate mid-year and annual reviews.
- Lead weekly team meetings, morale events and competitions.
- Responsible for the hiring, accepting resignations and initiating termination.
- Manage time and attendance i.e., time off requests, approving timesheets, FMLA tracking, etc.
- Maintain compliance with Complex Care Solutions’ policies, procedures and mission statement.
- Adhere to all confidentiality and HIPAA requirements as outlined within Complex Care Solutions Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position.
- Fulfill those responsibilities and/or duties that may be reasonably provided by Complex Care Solutions for the purpose of achieving operational and financial success of the Company.
- Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function.
- We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such.
Job Requirements:
- Minimum of 1 year of experience within the SME Contact Center required (for internal candidates).
- Previous supervisory or leadership experience preferred, with the ability to guide, coach, and support team members.
- Working knowledge of Microsoft Office applications, including Excel, Outlook, and Word.
- Ability to learn quickly and adapt to changing priorities, processes, and business needs.
- Strong written and verbal communication skills, with the ability to effectively communicate across all levels.
- Proven team player with strong collaboration skills and a commitment to fostering a positive team environment.
- Highly organized with strong attention to detail; ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Ability to make sound, timely, and independent decisions while exercising good judgment.
- Strong problem-solving and critical-thinking skills, with a focus on operational efficiency and customer satisfaction.
- Ability to work evenings and weekends based on business needs.
- Bilingual (Spanish) required for supervisors supporting bilingual teams; ability to speak, read, and write in Spanish and English is required.
- Travel for the position will include less than 5% locally, usually for training purposes.
Education:
- High School Diploma or GED Certificate is required.
- Associate's degree preferred.
Compensation: $57,200 - $85,800
Annual Bonus Target: 5%
ComplexCare Solutions offers an attractive compensation and benefits package designed to support our employees.
The Company is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other protected characteristic under federal, state, or other applicable laws.
This company utilizes E-Verify.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
