Supervisor, Call Center

Supervisor, Call Center

Farmington, Connecticut

Summary of Position:

• 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 ConnectiCare to identify, address and resolve questions, procedures and issues surfacing through communication and contact with members, providers, and facilities.

Requirements:

• Bachelor's Degree required; additional years of related experience/specialized training may be considered in lieu of educational requirements
• 3 - 5 years of relevant professional work experience 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, especially ACD mechanics preferred

Additional Information

• Requisition ID: 220QY
• Hiring Range: $60,000-$70,000