Customer Engagement Supervisor

5 days ago

Reno, Nevada, United States Renown Health Full time
Job Title: Supervisor of Customer Engagement

This role oversees various areas within the Customer Engagement Center for Renown Health and Hometown Health. The Supervisor of Customer Engagement is a customer-focused leader with a passion for patients and team members. They will motivate team members to drive performance metrics, exceptional customer service, and overall engagement of their respective team.

Nature and Scope

The Supervisor of Engagement Center is responsible for creating and maintaining a professional, efficient, safe, and positive working environment for team members and other departments within the organization. They will work closely with the Learning and Development team to ensure that the Engagement Center meets key performance and quality metrics.

  • Serve as a subject matter expert in teams' service area, answer questions, and stay up to date with all business changes.
  • Assist with implementation and improvements of technology.
  • Drive team performance.
  • Oversee team members' engagement, behavior, and daily activities.
  • Work collaboratively with other leaders within the Engagement Center to provide coverage for and support to other teams when necessary.
  • Devise ways to optimize procedures and carry out process improvement projects.
  • Proactively work to engage and motivate team members. Strive to build a culture that is consistent with Renown's mission, vision, and values.
  • Provide professional development for team members, help them to establish and work toward career goals.
  • Complete required one on ones and performance evaluations. Provide continuous feedback to employees on performance, productivity, and behavior.
  • Recognize employees using organization recognition platform.
  • Facilitate team meetings, training, or engagement opportunities.
  • Monitors the work of teams; phone queues, member walk-ins, front desk, email and chat activities, CRM request and daily operations of Engagement Center to ensure a quality customer experience.
  • Work with the Learning and Development and forecasting to ensure adequate scheduling of team members to meet dynamic staffing needs as well as quality monitoring goals.
  • Review team members work to ensure tasks are being completed in a timely and appropriate fashion. Strive to meet and exceed team specific goals and objectives.
  • Deliver crucial conversations, performance coaching and corrective actions, with the assistance of Human Resources when necessary. Prepare and deliver performance improvement plans where appropriate.
  • Prepare and present relevant data using reporting tools at appropriate time intervals.
  • Complete payroll, manage time-off requests, monitor schedule adherence and work with Workforce Management to ensure team is properly staff for business needs.
  • Conduct interviews, complete new employee onboarding and work with Learning and Development for successful training plan of employees.
  • Must have basic knowledge of applicable programs used in the Engagement Center including Electronic Medical Record system (EMR).
  • Engage and act in the best interest of the organization by living Renown Health and Hometown Health mission and values. Ensure adherence to company policies.
  • Proactively escalate opportunities for improvement, perform root cause analysis, and implement process changes.
  • Provide change management to team to support business advancements.
  • Prepare communication, reports, and standard work.
  • Proactively identify opportunities for service recovery, carry out appropriate investigation into customer complaints and work to ensure they are addressed and appropriately documented in a timely manner.
  • Facilitate and report during huddles, meetings, and presentations with stakeholders and other departments.
  • Demonstrate daily leadership skills to promote individual and team excellence.
  • Work to cultivate strong emotional intelligence and self-awareness to manage successfully through difficult employee relations issues.

The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.

Minimum Qualifications

Requirements - Required and/or Preferred

  • Education: Must have working-level knowledge of the English language, including reading, writing, and speaking English. A four-year college degree from an accredited college or equivalent professional experience.
  • Experience: Five (5) years' experience in a position that involved extensive customer service skills. Knowledge of state and federal insurance regulations with emphasis on the Centers for Medicare and Medicaid Services (CMS) preferred. Healthcare experience preferred with call center responsibility.
  • License(s): None
  • Certification(s): Certified Medical Insurance Specialist, Lean Six Sigma or Transformational Healthcare preferred but not required.
  • Computer / Typing: Must be proficient with Microsoft Office Suite, including Outlook, PowerPoint, Excel, and Word and can use the computer to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc. Demonstrate proficiency with technology and exhibit ability to learn and master call center systems within 90 days.

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