Customer Service Director

4 days ago


Orange, California, United States Alta Hospitals Full time

Job Description

As a Customer Service Director at Alta Hospitals, you will oversee the daily management and oversight of our department schedule and queues to ensure sufficient telephone coverage and compliance with call production requirements.

Responsibilities:

  • Supervise staff members by appraising, monitoring, and observing performance to ensure compliance and adherence of company and department policies and procedures.
  • Maintain day-to-day workflow through processes such as monitoring department processes, silent telephone monitoring, and walking the department floor.
  • Foster cooperation within and between departments to achieve company and department goals.
  • Routinely perform staff member recognition such as awarding Employee of the Month nominations.
  • Oversee department emails and voicemails to ensure staff members remain compliant with twenty-four (24) hour response requirements.
  • Identify, develop, and communicate Corrective Action Plan (CAP) for staff members who are non-compliant with production requirements.
  • Create processes and helpful talking points for staff members.
  • Review quality performance audit of staff members to ensure compliance and adherence of company and department policies and procedures.
  • Participate in hiring staff, conduct evaluations, and engage Manager in all feedback regarding functions of the department.
  • Manage department assignment/reports and provide reports as needed for internal/external departments.

Requirements:

We are seeking an experienced customer service professional with a minimum of three to five years of IPA/HMO experience in a Call Center environment. Knowledge of IPA/HMO operations, including claims, eligibility, and referrals, is essential. Proficiency in Microsoft applications and IDX is required.

Salary: $65,000 - $85,000 per year, based on location and experience.



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