What are the responsibilities and job description for the Customer Service Supervisor (1095) position at A Hiring Company?
Summary /Overview
The 1095 Customer Supervisor works with the Customer Relations team to investigate and resolve issues affecting enrollment of consumers in the Access Health CT Exchange system. The primary focus of the role is to ensure high quality customer service and resolution of customer 1095A issues, auditing 1095A updates made by the 1095A team and serving as a subject matter expert (SM) regarding 1095A issues. S/he oversees the resolution process and ensures that each team member provides timely daily closures of escalated consumer inquiries. This position reports to the Customer Service Manager and has supervisory responsibilities of Customer Relations Specialists (CRS).
Essential Duties and Responsibilities
- Supervise Customer Relations Specialists in providing a high level of customer service to all external and internal customers
- Hold Customer Relation Specialists responsible for closing/resolving issues in a timely manner and assists CRS with technical issues as needed.
- Audit completed 1095A updates and corrections, adhering to tight turnaround times
- Responsible for managing call center issues along with any backlog
- Provide timely feedback to staff to support growth and improve performance
- Apply good judgment and discretionary authority to accept or approve changes in applications.
- Participate in the hiring, training, and evaluation of staff
- Create and perfect internal processes and procedures for the team
- Provide support to the team by verifying and investigating inquires submitted to assigned Customer Service consumer queues to ensure resolution
- Independently interact with our clients and various internal/external business partners to provide timely and complete resolution to inquiries/requests within established timeframes
- Must obtain a clear understanding and working knowledge of the application submission(s) system.
- Act as an Exchange System Specialist and Subject Matter Expert (SME)
- Provide support to the other Customer Service Supervisor(s) as needed.
- Support operational readiness via system testing support, progress status checks, and process gap reviews/resolution.
- Support and provide training for new 1095A Customer Service Specialists and Call Center representatives
- Attend all team training sessions.
- Serve as first level representative in handling escalated account inquiries that arise directly from the customer or from high profile vendors and stakeholders such as the Governor's Office, CT Insurance Department (CID), DSS Hearings/Xerox Appeals Department, Public Affairs, Legal Department, Centers of Medicare and Medicaid Services and Department Heads
- Complete reports for upper management as required.
- Responsible for working with other departments as needed to support high level customer service.
- Other duties as required
Staff Management:
- Attend all required management training
- Review and approve time cards and time off requests
- Encourage employee growth and development
- Ensure employee goals are in-line with department goals
- Prepare mid-year and annual performance reviews
- Meet weekly with staff and conduct bi-weekly 1:1s
- Hold employees accountable for meeting goals
- Demonstrate the company Values
