Supervisor, Call Center Health Integrated
THIS JOB HAS EXPIRED Description
Position is based in Tampa, FL
JOB SUMMARY: The Call Center Supervisor is a non-clinical full-time position responsible for the daily management of call center operations in a 24/7 environment which includes staff management, a continuous quality improvement management style and interactions with all levels of functions and process?s company-wide. The incumbent is responsible for ensuring staff members have the tools, systems and training needed to be successful in their position; for working with the Command Center to appropriately staff the center to meet all service delivery goals and for participating in the execution of the QA program. This position can be highly stressful at times as external contacts with members and providers are generally a result of an escalated issue. The incumbent will be required to flex their working hours across shifts to ensure staff communication lines remain open. This position may not conduct any activities that require evaluation or interpretation of clinical information.
Education/License/Certification: AA/BA required unless demonstrated equivalent years of experience provided.
Experience: Minimum 3 years of inbound call center experience in the healthcare industry with at least two (2) years management experience and at least one year experience with workforce management preferred.
Knowledge/Skills: Proficient with MS Word, MS Excel, MS Access & MS Outlook; Demonstrate excellent organization and data entry skills; Effective communication skills; and able to articulate complex information to both clinical and non-clinical audiences
Active Staff Management
Promotes working relationships that support the growth and success of staff members;
Identifies potential intradepartmental personnel problems and issues proactively and readily utilizes HI Human Resources policies and procedures to facilitate resolutions;
Communicates to Operations Management all problems, concerns and/or makes recommendations when opportunities for improvement in staffing management are identified;
Conducts monthly staff performance reviews in a consistent, accurate and timely manner consistent with HI policies and procedures;
Maintains a team approach in writing, delivering and evaluating performance and implementing corrective actions by utilizing the expertise of the Operations manager;
Identifies potential for reorganizing or redirecting staff activities to promote efficient delivery of services;
Identifies and promotes educational/training opportunities for the staff, serving as a resource professional.
Performs Quality Audits on all Client Service Representatives on a monthly basis, providing findings and feedback during delivery the of monthly evaluation process.
Has a clear and precise understanding of non-clinical responsibilities/functions and directs all clinical issues to clinicians as needed utilizing the Director of UM and / or the Director of Care Management
General Staff Management
Participates in the maintenance of staffing levels; recommends hiring and termination staffing decisions to Manager. In Manager?s absence, can execute either with Sr. Director guidance from Operations or HR.
Maintains and promotes expertise administrating the client product, including client specifics, by ensuring staff conduct the non-clinical activities in accordance with client demands and HI contractual obligations
Identifies, investigates, evaluates, resolves and conducts follow-up on all policies and procedures issues including the intranet Adverse Quality occurrence policy/concerns, and communicates any issues/concerns with the Manager of Operations;
Has a clear understanding of all HI policies and procedures, delivers pertinent information to the non-clinical staff ;
Provides the day-to-day professional and technical support to the non-clinical staff to ensure efficient operation of the department. Remains compliant with policies and procedures, contractual obligations and regulatory and accreditation requirements at all times;
||10008 North Dale Mabry |
Tampa, FL 33618
THIS JOB HAS EXPIRED