Call Center Senior Supervisor HealthHelp, Inc.
THIS JOB HAS EXPIRED Report To: Manager, Call Center
Responsible for assisting with planning, directing and coordinating day-to-day activities of Contact Center.
Self-starter who works independently utilizing all available resources, policies and procedures
Computer literate with analytical problem solving skills
Knowledge of medical terminology and anatomy
Managed care telephone referral experience preferred
Bi-lingual, preferred but mot required
Excellent oral and written communication skills
Job Responsibilities/Performance Competencies:
Supervises a team of Customer Service Representatives and Team Leads.
Responsible for knowing the intricacies of all contracts and complying with contract standards.
Coordinates customers service needs within assigned team as required to ensure customer service.
Refers complaints of service or process failure to Manager.
Responsible for tracking CSR performance and specific follow-up training.
Conducts training with team members and ensures up-to-date information is provided to each member.
Communicates with Clinical Coordinators and Providers by phone to ensure prompt and courteous service for all questions regarding product and service.
Investigates complaints and corrects errors, following customer and company procedures.
Initiate disciplinary actions concerning team members, i.e., verbal warnings, records of discussion, and formal disciplinary documentation.
Forwards information to Manager for the completion of action.
Other duties as assigned.
Minimum Education and Experience:
High school graduate (or equivalent) required
Bachelor degree preferred
Minimum 1 year Healthcare experience preferred
Minimum 1 years in call center environment preferred
Minimum 1 year supervisory experience preferred
Ability to supervise a large staff
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
As business needs dictate
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
||Houston, TX |
THIS JOB HAS EXPIRED