Insurance Call Center Supervisor

4 weeks ago

Clearwater, United States Florida Staffing Full time

Insurance Call Center SupervisorPremier Administrative Solutions (PAS) is a Third-Party Administrator (TPA) which provides a wide range of administrative services to insurance companies, sharing organizations, insurance marketing organizations, and employers. One such service is Member and Provider Services, where inbound calls, outbound calls and correspondence from members or covered individuals and their providers are managed. This service is provided subject to service level agreements which mandate a high level of service, including telephone service, accuracy, call resolution and satisfaction. The Member and Provider Services Supervisor provides leadership and coordinates activities of the call center department.Responsibilities include participating as a member of the Member and Provider Services Department Management Team, creating a culture within the team of exceptional service, monitoring the phone system and team queues to ensure service levels are met, managing the team's staffing, ensuring messages and outbound calls are handled within a day, ensuring correspondence is answered within a day, assuming responsibility for expertise in all facets of the client being serviced, working with the documentation coordinator and trainer to ensure reference materials are accurate and up-to-date, ensuring that appropriate lines of communication and standards for call escalation are established, ensuring that all team members understand the importance of privacy and accuracy in the information they provide, acting as a liaison with clients for escalation of service issues or program questions, and assisting with the development of policies and procedures for the Member and Provider Services Department.Supervisory responsibilities include managing 2 employees in a growing department. The primary performance expectations include meeting telephone service levels, individual production levels, team quality levels, and team satisfaction levels.Qualifications include at least 2 years in a supervisory role in an inbound customer service center, at least 5 years working in an inbound customer service center, strong organizational, interpersonal, and motivational skills, and excellent written and verbal communication skills. Computer skills include proficiency using software programs such as MS Word, ACCESS, PowerPoint, Excel, and Outlook. Work is performed in an office environment with physical demands such as maintaining active communication, accessing and retrieving information from the computer system, entering alpha-numeric data, and lifting up to 30 pounds.

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