Company Statement
EmblemHealth is one of the nation’s largest not for profit health insurers, serving members across New York’s diverse communities with a full range of commercial and government-sponsored health plans for employers, individuals, and families. With a commitment to value-based care, EmblemHealth partners with top hospitals and doctors, including its own AdvantageCare Physicians, to deliver quality, affordable, convenient care. At over a dozen EmblemHealth Neighborhood Care locations, members and non-members alike have access to community-based health and wellness guidance and resources. For more information, visit emblemhealth.com.
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Supervisor, Call Center
- 📁
- Operations
- 💼
- ConnectiCare
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- Oct 26, 2022 Post Date
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
Pay Disclosure
A good faith estimate of the compensation range for individuals hired to work for the EmblemHealth Family of Companies is provided. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, internal peer equity, and market and business considerations. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. It is not typical for an individual to be hired at or near the top of the range, as compensation decisions depend on each case’s facts and circumstances. Union roles covered by a collective bargaining agreement will compensate in accordance with the union contract.
EEOC Statement
We value the diverse backgrounds, perspectives, and experiences of our workforce. As an equal opportunity employer, we consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, age, creed, citizenship, gender identity, pregnancy, marital status, national origin, disability, veteran status, or any other protected characteristic protected by law.
Sponsorship Statement
Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws and regulations, Emblemhealth may provide work visa sponsorship for certain positions.