Senior Call Center Supervisor HealthHelp, Inc.
THIS JOB HAS EXPIRED Job Description
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.
Participates in the HealthHelp Quality Management Program as required
Adheres to all HIPAA, state and federal regulations pertaining to the clinical programs
Adheres to both URAC & NCQA standards pertinent to their job description
4 year College degree required
Minimum 1 year healthcare experience preferred
Minimum 2 years in Clinical Contact Center environment preferred
Minimum 4 years supervisory experience preferred
Ability to supervise a large staff
Houston, Texas, United States
||Houston, TX |
THIS JOB HAS EXPIRED