Supvr, Tricare Contact Cntr - Phoenix, United States - TriWest Healthcare Alliance

TriWest Healthcare Alliance

Verified Company

Phoenix, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Profile:

Veterans, Reservists, Guardsmen and military family members are encouraged to apply

We offer remote work opportunities (AK, AR, AZ, CA, *CO, FL, *HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TX, UT, VA/DC, *WA, WI & WY only)

Job Summary
Supervises, trains, coaches, and develops the Customer Service Representative team. Supervises the daily operations and drives performance in the Customer Service Contact Center. This position ensures compliance with the Department of Defense TRICARE requirements, and TriWest policies and procedures.

Ensures production, accuracy and quality metrics are met in a multi-channel Contact Center environment that manages Department of Defense claims, enrollment, approved medical authorizations, and appointment scheduling.

Directly interacts with a variety of internal and external customers daily. Works in a detailed, multi-tasked and fast-paced production environment.

Education & Experience

Required:

High School Diploma or G.E.D.
U.S. Citizenship
Must be able to receive favorable Interim and adjudicated final Department of Defense (DoD) background investigation 3+ years experience in a contact center customer service environment 2 years supervisory or leadership experience leading teams to meet performance targets

Preferred:

College education or equivalent
Knowledge of medical terminology
TRICARE experience

Key Responsibilities

Monitors Contact Center performance levels, identifies training needs, and develops action plans for staff development. Monitors realtime and historical reporting to ensure department service levels and contract requirements are met.
Reviews CRM and customer portal entries for accuracy and appropriate handling of encounters and inquiries.
Counsels individual employees on job performance issues. Develops and monitors progress on employee Performance Improvement Plans. Drafts performance evaluations for management review. Alerts management and consults with Human Capital on performance and behavior issues. Assists employees in creating development plans and helping employees identify talents that expand TriWest's internal talent pool while enhancing employee engagement.
Ensures internal standards, guidelines and procedures are in place to achieve/maintain high customer service and performance levels. Ensures Customer Service Representative Team follows protocols for TRICARE guidelines, as well as CRM and customer portal guidelines.
Provides for adequate coverage of Contact Center by partnering with the Workforce Management Team to plan and adjust employee work schedules.
Assists with the employee selection process, supports the coordination of the training of new employees, and assists with Contact Center training initiatives.
Conducts staff meetings and provides clear communication regarding any changes/issues affecting the Contact Center or team members.
Assists Contact Center staff with customer contacts requiring supervisory intervention.
As needed performs all Customer Service Representative duties, while providing contact center operational oversight and direction to staff.
Performs other duties as assigned.
Regular and reliable attendance is required.

Competencies

Communication / People Skills:
Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.

Coping / Flexibility:
Customer-focused behavior; Helping approach, including listening skills, patience, respect, and empathy for another's position.

Leadership:
Successfully manage different styles of employees; Provide clear direction and effective coaching.

Multi-Tasking / Time Management:
Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.

Organizational Skills:
Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented.

Problem Solving / Analysis:
Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues.

Team-Building / Team Player:
Influence the actions and opinions of others in a positive direction and build group commitment.

Technical Skills:
Knowledge of Contact Center information systems. Ability to achieve daily and monthly production standards.

Working Conditions

Working Conditions:

Ability to cover any work schedule
Onsite: Works within a standard office environment
Remote: Private and secure work space and work station with high speed internet is required.
Extensive computer work with prolonged sitting and wearing of headset

Company Overview:

Taking Care of Our Nation's Heroes.

It's Who We Are. It's What We Do.
Do you have a passion for serving those who served?

**Join the TriWest Healthcare