Company Statement
ConnectiCare is a leading health plan in the state of Connecticut. ConnectiCare’s mission is to make it easy for members to get the care they need. A local company for over 35 years, ConnectiCare has a full range of products and services for businesses, municipalities, individuals and those who are Medicare-eligible. A subsidiary of EmblemHealth, ConnectiCare leads the individual and small group markets in the state, and is ranked among the top commercial health plans in the nation, according to the National Committee for Quality Assurance.
We’re looking for individuals who want to make a difference in the communities we serve. If you want to join a local team and help change the way health care is delivered, ConnectiCare is the place for you.
Supervisor, Call Center
Summary of Position:
- Develop, supervise, and audit the telephone call center staff to consistently achieve departmental goals and create an effective interface between internal and external customers.
- Monitor staff to ensure compliance with departmental and corporate policy, procedures, and standards of performance.
- Ensure appropriate scheduling/allocation of staff to provide coverage for normal and peak customer demand periods.
Principal Accountabilities:
- Develop, supervise, and evaluate assigned staff (up to 20+ employees).
- Develop, communicate and monitor performance expectations and plans for all direct reports; conduct performance reviews within specified time frame. Provide feedback on a regular basis.
- Apply personnel policies to ensure the continual development of staff; act as a coach and mentor for staff to assist with the resolution of employee performance issues.
- Maintain an environment of quality improvement through continuous evaluation of processes and policies. Lead and develop teams to quickly diagnose root causes to problem areas.
- Conduct phone audits of Call Center staff to ensure quality in product knowledge, customer service and effectiveness of training.
- Identify and recommend new technologies and process efficiencies.
- Track and report statistics on unit activity, response times, quality results, and other measures that affect departmental objectives.
- Perform other related projects and duties as assigned.
- Interact with staff to enhance procedures and workflows within Customer Service and other Departments.
- Interact with various departments throughout ConnectiCare to identify, address and resolve questions, procedures and issues surfacing through communication and contact with members, providers, and facilities.
Requirements:
- 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
- Additional years of related experience/specialized training may be considered in lieu of educational requirements required
- Telephone customer service experience preferred
- Prior experience in a healthcare organization, medical office, sales/service, or billing environment preferred
- Excellent communication skills (verbal, written, active listening, interpersonal) with all levels/types of staff required
- Demonstrated analytical and collaborative problem-solving skills required
- Knowledge of medical terminology and procedural coding, provider reimbursement, coordination of benefits and all types of medical claims preferred
- Previous system user experience in a highly automated environment required
- Proficient in MS Office (Word, Excel, Powerpoint, Outlook, etc.) required
- Knowledge of telephone system technology, especially ACD mechanics preferred
EEOC Statement
We are committed to leveraging the diverse backgrounds, perspectives and experiences of our workforce to create opportunities for our people and our business. We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or any other characteristic protected by law.