Manages the day-to-day responsibilities of telephone performance, coaching/counseling the customer service team and managing the 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 and assisting in training initiatives.  Drives weekly meetings with call center management of other call centers and regularly attends configuration/grooming sessions for new systems and software.
Responsibilities:

• Monitors staff production and performance in order to meet corporate performance goals.  Provides ongoing coaching and feedback to staff.
• Coaches staff with appropriate resolution of sensitive calls of a priority nature. Answers the most complex telephone inquiries.
• Identifies and coordinates staff training needs to ensure uniform professional responses.  
• Plans and organizes the daily operation of the Service Department, including processing payroll for staff and reviewing attendance.
• Analyzes and trends inquiry types to identify process improvement opportunities, including development of educational material for staff
• Monitors and drives inventory levels of eCorrespondence, social media and HIPAA form updates to ensure timely resolution.
• Regular attendance is an essential function of the job.  Performs other duties as assigned or required.

Qualifications:

• College degree preferred
• A minimum of 3 years' experience in customer service required, 3 years of experience in claims required
• 2 years of previous 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: 190VR

EEOC Statement

We are committed to leveraging the diverse backgrounds, perspectives and experiences of our workforce to create opportunities for our people and our business. We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or any other characteristic protected by law.

Sponsorship Statement

Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws and regulations, EmblemHealth may provide work visa sponsorship for certain positions.