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Syracuse

    Supervisor, Customer Service - Syracuse, United States - EmblemHealth

    EmblemHealth
    EmblemHealth Syracuse, United States

    2 days ago

    Default job background
    Description
    Summary:
    • 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.
    Responsibilities:
    • 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.
    Requirements:

    Education, Training, Licenses, Certifications
    • 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
    • 3+ years of customer service experience, preferably in operations or in a call center environment required
    • 3+ years of claims related experience 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
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