CommunityCare · 5 hours ago
Supervisor Customer Service
Tulsa, OK
Full-time
Onsite
Mid, Senior Level
3+ years expCommunityCare is seeking a Customer Service Supervisor who will build and lead a team of Customer Service Representatives to meet the needs of members and providers. The role involves coaching staff, managing performance benchmarks, and implementing company standards to enhance customer service operations.
Health CareHealth Insurance
Hiring Manager
Megan McMurphy
Responsibilities
Perform to a high level of accuracy through effective time management, being meticulous and organized
Manage and assess customer service staff activities and provide CSRs with regular performance-related feedback and coaching
Strategizing and monitoring of daily activities of customer service operation and telephone performance standards. Make staff adjustments as required
Hiring, training and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems to successful resolution for our members
Ensure CSRs understand and comply with all contact center objectives, performance standards and policies
Monitor and evaluate CSR performance, provide learning and coaching opportunities and take appropriate corrective action when necessary
Analyze data and collaborate with other supervisors and members of management to maintain contact center results that maximize customer satisfaction
Identify operational issues and seek improvements
Lead and implement change initiatives related to business processes and improvements
Drive adoption and proficiency changes within the organization
Coaches and motivates assigned staff to achieve highest quality and quantity of work and to exceed customer expectations
Responds and resolves member/provider issues/complaints elevated to a supervisory level
Actively participates on company and departmental committees as assigned. Identifies and communicates any new processes or activities that directly impact employees or operations of department
Communicates regularly to employees any benefit, network, or process changes that have a direct impact on inquiry responses
Maintains regularly scheduled meetings to inform and instruct staff of any changes in process or compliance issues
Assist in the development or review of departmental policies and procedures to ensure operational excellence
Other duties as assigned
Qualification
Required
Thorough knowledge of CMS regulations for MAOs as related to customer service functions
Proficiency with technology, especially computers, software applications and phone systems
Excellent problem solving, leadership and customer service skills
Analytical, efficient, and thorough
Demonstrated ability to coach, train and motivate employees and evaluate their performance
Exceptional verbal and written communication skills
Ability to read, analyze and interpret complex documents including health benefit manuals
Ability to remain calm and courteous under pressure and navigate tense situations
Highly organized and attentive to detail
Successful completion of Health Care Sanctions background check
High School diploma or equivalent; Bachelor's degree preferred
Three to five years' previous customer service experience preferably in a call center or healthcare environment or equivalent educational experience
Minimum 1 year in leadership or decision-making role within customer service department
Preferred
Bachelor's degree
Company
CommunityCare
CommunityCare is dedicated to providing high-quality, cost-effective health care management services in the communities it serves.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Rusty Wyrick
Senior Vice President, Chief Technology and Transformation officer
Company data provided by crunchbase