Healthcare Call Center Supervisor

5 days ago

Concord, California, United States UFCW EMPLOYERS BENEFITS PLANS OF NORTHERN CA Full time
Job Title: Healthcare Call Center Supervisor

Job Summary:

The Healthcare Call Center Supervisor is responsible for overseeing the day-to-day operations of the call center, ensuring that all staff members are meeting performance metrics and providing exceptional customer service to members, providers, and union representatives.

Key Responsibilities:

  • Supervise call center staff, including call center leads, call center representatives, and front desk representatives.
  • Ensure all staff members are meeting performance metrics, including call handling time, first call resolution, and member satisfaction.
  • Develop and implement quality assurance processes to ensure that all staff members are providing exceptional customer service.
  • Collaborate with the Health and Welfare Member Services Assistant Manager to develop and implement business process improvements.
  • Provide coaching and training to staff members to improve their performance and customer service skills.
  • Monitor and analyze call center metrics to identify areas for improvement and develop strategies to address them.
  • Develop and implement policies and procedures to ensure compliance with collective bargaining agreements, state law, and federal law.
  • Participate in the hiring process, including phone interviews and new employee orientation.
  • Develop and implement training programs to ensure that all staff members are knowledgeable about company policies and procedures.
  • Collaborate with vendors to troubleshoot and resolve member issues.

Requirements:

  • Associate degree in a related field and 1 year of related experience, including supervisory experience.
  • Excellent written and verbal communication skills necessary to develop and maintain effective and appropriate working relationships with direct reports, co-workers, and external vendors.
  • Skill in assigning, prioritizing, monitoring, and reviewing work assignments.
  • Ability to work effectively in a team environment.
  • Ability to handle confidential information with discretion and tact.
  • Ability to prioritize and work independently on projects with minimal supervision.
  • Ability to detect errors, determine causes, and make corrections as appropriate.
  • Ability to successfully resolve issues in a timely manner.

Work Environment:

The work environment is a standard office environment with possible minor inconveniences due to occasional noise, crowded working conditions, and/or minor heating, cooling, or ventilation problems.

Salary Range: $80,261-$108,560 per year.

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