Customer Care Supervisor

JOB SUMMARY: Provide appropriate leadership and supervision to the Customer Service staff to ensure expectations of the health plans are met by monitoring daily, weekly and monthly phone statistics, facilitating resolution and resolving internal and external complaints and issues. The Customer Service Supervisor performs direct supervision to staff members to ensure individual objectives and training plans as well as corporate service level goals are met. The Supervisor is responsible for coordinating and implementing appropriate strategies for motivating team members and informing the Customer Service Manager of these efforts. In addition to managing the staff, this position will have a high degree of project, process and collaboration efforts with other departments in the organization. Maintains relations among staff members and other departments as well as determines appropriated staffing and optimal utilization of resources in accordance with targeted metrics.


JOB RESPONSIBILITIES:
 

• Responsible for direct supervision and leadership of customer service staff. Coach, develop, performance manage and assist all staff members.
• High degree of analysis in development of new processes to support ongoing customer claim issues.
• Monitor daily, weekly, and monthly phone statistics for compliance with health plan and state guidelines. Assess, recommend, and implement necessary policies and procedures to maintain compliance.
• Monitor department staff by primarily using Avaya''s CMS Supervisor phone system real time reports to assure staff members are in compliance. Communicate to Workforce Coordinator and staff changes that are needed to assure compliance.
• Responsible for ensuring customer''s claims, benefits and eligibility inquiries are responded to in the required time frame.
• Facilitate resolutions and resolve internal and external complaints and issues. Update Customer Service Manager on complaints and issues.
• Responsible for coordinating and implementing appropriate strategies for motivating team members.
• Preparation of performance and wage evaluations in accordance to company policy.
• Responsible for attendance and company approved time off for team members.
• Take the lead in the hiring process, including interviewing candidates.
• Determination and implementation of Performance Improvement Plans.
• Collaboration with multiple departments in efforts to streamline processes and provide efficiencies.
• Provide clear written correspondence as needed. Respond to emails and voicemails as appropriate.
• Responsible for the on-going evaluation of policies and procedures, and in the development and implementation of new efficiencies based on assessments.
• Support back-up phone assistance to other internal customer service teams as needed.
• Attend Market, Client, Operational and other meetings as needed. Represent the team and or department.
• Contribute to team effort by completing related projects as needed.
• Other duties as assigned