Summary of Position
Manage the day-to-day responsibilities of telephone performance, coaching/counseling the customer service team, and inventories of offline work including eCorrespondence, social media, and HIPAA/Privacy form updates. Responsible for systemic testing related to updates to the CRM and the website portal; assist in training initiatives. Drive weekly meetings with call center management of other call centers and regularly attends configuration/grooming sessions for new systems and software. Provide recommendations for process improvements.
Principal Accountabilities
-
Manage staff production and performance in order to meet corporate performance goals.
-
Provide ongoing coaching and feedback to staff.
-
Provide staff with appropriate resolution technique for sensitive calls, especially of a high priority nature.
-
Serve as point/escalation person to answer the most complex telephone inquiries.
-
Identify and coordinate staff training needs to ensure uniform, professional responses.
-
Plan and organize the daily operation of the Service Department, including the processing of payroll for staff.
-
Monitor and review attendance of staff to ensure proper levels of coverage.
-
Analyze and trend inquiry types to identify process improvement opportunities, including development of educational material for staff.
-
Monitor and optimize inventory levels of eCorrespondence, social media and HIPAA form updates to ensure timely resolution.
-
Regular attendance is an essential function of the job.
-
Perform other duties as assigned or required.
Qualifications
-
Bachelor’s Degree
-
3 – 5+ years of relevant, professional work experience (Required)
-
3+ years of customer service experience, preferably in operations or in a call center environment (Required)
-
3+ years of claims related experience (Required)
-
Additional years of related experience/specialized training may be considered in lieu of educational requirements (Required)
-
Proficient with MS Office (Word, Excel, PowerPoint, Outlook, Teams, SharePoint, etc) (Required)
-
Strong communication skills (verbal, written, presentation, interpersonal) with all types/levels of audience (Required)
-
2+ years of supervisory experience in a customer service or health care environment (Preferred)
-
Extensive knowledge of insurance contracts, medical, hospital and dental procedures (Preferred)
Additional Information
- Requisition ID: 1000003130
- Hiring Range: $56,160-$99,360
