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Customer Engagement Center Supervisor
2 months ago
Position Overview
The role of the Customer Engagement Center Supervisor is pivotal in overseeing various segments within the Customer Engagement Center. This position is responsible for managing the daily operations and activities across several service areas, including Training and Development, Operator Services, Scheduling, Authorizations, Outreach, Technical Support, and Health Services. The Supervisor is a dedicated leader focused on enhancing patient experiences and fostering team collaboration. They inspire team members to achieve performance metrics, deliver outstanding customer service, and promote overall team engagement. Acting as a role model for professional conduct, the Supervisor leads all staff within the Engagement Center, representing its mission and vision to key stakeholders and collaborators.
Key Responsibilities
The Supervisor of the Engagement Center is tasked with creating and sustaining a professional, efficient, and positive work environment for team members and other departments. Responsibilities include:
- Serving as a subject matter expert in the team's service area, providing guidance and staying informed about business changes.
- Assisting in the implementation and enhancement of technology solutions.
- Driving team performance and overseeing daily activities.
- Collaborating with other leaders to ensure adequate support and coverage for various teams.
- Identifying opportunities for process optimization and leading improvement initiatives.
- Engaging and motivating team members to cultivate a culture aligned with the organization's mission and values.
- Facilitating professional development and career progression for team members.
- Conducting performance evaluations and providing continuous feedback on productivity and behavior.
- Recognizing team members through the organization's recognition platform.
- Leading team meetings and training sessions to enhance engagement.
- Monitoring team operations to ensure a high-quality customer experience.
- Collaborating with Learning and Development to manage team scheduling and quality monitoring.
- Reviewing team performance to meet and exceed established goals.
- Delivering performance coaching and corrective actions when necessary.
- Preparing and presenting relevant data and reports at appropriate intervals.
- Managing payroll and time-off requests while ensuring adherence to schedules.
- Conducting interviews and onboarding new employees in collaboration with Learning and Development.
- Demonstrating knowledge of applicable programs used within the Engagement Center.
- Upholding the organization's mission and values while ensuring compliance with policies.
- Proactively identifying areas for improvement and implementing necessary changes.
- Supporting change management initiatives to facilitate business advancements.
- Preparing communications, reports, and standard operating procedures.
- Addressing customer complaints and ensuring timely resolution.
- Leading discussions and presentations with stakeholders and other departments.
- Demonstrating leadership skills to promote team excellence.
- Cultivating emotional intelligence and self-awareness to navigate employee relations effectively.
Minimum Qualifications
Education: A four-year degree from an accredited institution or equivalent professional experience is required. A minimum of five years in customer service or healthcare, with roles of increasing responsibility, is preferred.
Experience: Five years of experience in a customer service role is required, with knowledge of insurance regulations preferred. Strong communication, presentation, and organizational skills are essential.
Computer Skills: Proficiency in Microsoft Office Suite and the ability to learn and master call center systems within a specified timeframe are necessary.
Disclaimer
This description is not exhaustive and should not be construed as a complete list of all responsibilities and skills associated with the position. It reflects the general nature and level of the job.
