- Responsible for the performance and outcomes of the Contact Center.
- Continuously monitor and analyze call center metrics for the purpose of developing operational improvements.
- Recommend and communicate operational and/or procedural changes to the team.
- Conduct and participate in the recruitment, hiring, and onboarding process of new contact center team members.
- Create, update, and facilitate relevant trainings.
- Identify professional development opportunities for new and existing Contact Center/Customer Service employees.
- Conduct quality assurance audits.
- Perform one-on-one meetings with team members to increase employee engagement and improve employee satisfaction and performance.
- Manage escalated member phone calls raised by Contact Center/Customer Service staff.
- Adjust team operations to meet the needs and challenges of underserved populations.
- Clearly articulate team goals and objectives; establish training guidance as needed.
- Serve as a liaison between staff and upper management and facilitate communication.
- Respond to and resolve complicated or escalated Care Specialist inquiries or concerns.
- Represent the Contact Center/Customer Service team in organizational meetings.
- Foster a culture of learning for the team; serve as a mentor for professional growth; motivate the team to develop skills in critical thinking and decision making.
- Schedule and conduct regular staff meetings.
- Additional responsibilities as needed.
- Associate's degree or an equivalent combination of education and experience
- Minimum four (4) years of experience in a related role
- Minimum two (2) years of experience managing a team, with progressive leadership responsibilities.
- Experience in a healthcare setting, specifically with care coordination
- Demonstrated experience, knowledge, and understanding of call center operations.
- Experience working with diverse and underserved populations with a strong understanding of multicultural issues.
- Excellent verbal, written and interpersonal communication skills.
- Highly collaborative team approach
- Proficiency with Microsoft Office suite and web-based technologies
- Self-starter, with ability to work independently.
- Comfortable with medical terminology
- Experience using Motivational Interviewing techniques.
- Familiarity with federal and state laws related to healthcare.
Supervisor, Clinical Outreach - New Orleans, United States - Equality Health
Description
Equality Health, LLC is a Phoenix-based whole-health delivery system focused on transforming value-based care delivery with population specific programs that improve access, quality, and member trust. Our mission is to ensure diverse populations receive quality healthcare that improves and enriches their lives. Through an integrated technology and services platform, culturally competent provider network and personalized care model, Equality Health helps managed care plans and health systems improve outcomes for diverse populations while simultaneously making the transition to risk-based accountability.
Position Summary:
The Supervisor of Clinical Outreach/Customer Service will develop and lead a high performing team of Care Specialists that makes up the Equality Health Contact Center and is vital to the patient experience and patient advocacy. The Contact Center/Customer Service team is often the first live contact that patients have with Equality Health, and they facilitate efficient care management for our members. This role is responsible for operational success of the contact center and will collaborate closely with other members of the Care Team. This position is accountable for the oversight and management of a group of direct reports and supports the team in day-to-day operations to achieve goals and objectives at employee, department, and organizational levels. The Supervisor of Clinical Outreach/Customer Service is responsible for maintaining metrics, and the overall performance of Contact Center operations.
*Only considering candidates in the New Orleans area*
Responsibilities:
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.