Full-Time Supervisor - Operations

• Supervises a team of Customer Service Representatives and Team Leads.
• Responsible for knowing the intricacies of all contracts and complying with contract standards.
• Coordinates customers’ service needs within assigned team as required to ensure customer service. Refers complaints of service or process failure to Manager.
• Responsible for tracking CSR performance and specific follow-up training.
• Conducts training with team members and ensures up-to-date information is provided to each member.
• Communicates with Clinical Coordinators and Providers by phone to ensure prompt and courteous service for all questions regarding product and service.
• Investigates complaints and corrects errors, following customer and company procedures.
• Initiate disciplinary actions concerning team members, i.e., verbal warnings, records of discussion, and formal disciplinary documentation. Forwards information to Manager for the completion of action.
• Other duties as assigned.
• Participates in the HealthHelp Quality Management Program as required
• Adheres to all HIPAA, state and federal regulations pertaining to the clinical programs
• Adheres to both URAC & NCQA standards pertinent to their job description

• High school graduate (or equivalent) required
• 4 year College degree preferred
• Minimum 1 year Healthcare experience preferred
• Minimum 1 years in Clinical Contact Center environment preferred
• Minimum 1 year supervisory experience preferred
• Ability to supervise a large staff
• Self-starter who works independently utilizing all available resources, policies and procedures
• Computer literate with analytical problem solving skills
• Knowledge of medical terminology and anatomy
• Managed care telephone referral experience preferred
• Bi-lingual, preferred but mot required
• Excellent oral and written communication skills

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