- 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.
- 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.
- 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
- Requisition ID:
- Hiring Range: $52,000-$92,000
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Supervisor, Customer Service - East Syracuse, United States - EmblemHealth
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Description
Summary:
Responsibilities:
Requirements:
Education, Training, Licenses, Certifications