Supervisor, Call Center Ops

Location:

Calmont Operations Building

Department:

Member Services

Shift:

First Shift (United States of America)

Standard Weekly Hours:

40

Summary:

Responsible for the overall supervision of the day to day duties and responsibilities within a multi-functional Call Center. Oversees the daily management of the department schedule to ensure sufficient telephone coverage and compliance of all contractual requirements for the Member and Provider hotlines. Utilizes excellent in-depth knowledge of all Cook Childrens Health Plan (CCHP) Managed Care Programs aligning all of the Call Centers Policies and Procedures with CCHPs company objectives. Serves as an example to staff members through active demonstration of exceptional performance in all aspects of the Call Center. Supports overall project management efforts, scheduling needs, and implements changes to ensure the continuous success of the Call Center. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities and activities may change at any time with or without notice.

Additional Information:

Responsible for the overall supervision of the day-to-day duties and responsibilities within a multi-functional Call Center. Oversees the daily management of the department schedule to ensure sufficient telephone coverage and compliance of all contractual requirements for the Member and Provider hotlines. Utilizes excellent in-depth knowledge of all Cook Children's Health Plan (CCHP) Managed Care Programs aligning all of the Call Centers Policies and Procedures with CCHPs company objectives. Serves as an example to staff members through active demonstration of exceptional performance in all aspects of the Call Center. Supports overall project management efforts, scheduling needs, and implements changes to ensure the continuous success of the Call Center. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities and activities may change at any time with or without notice.

Education & Experience:

• High School Diploma required.

• 2 years leadership in a call center environment

• 2 years related work experience in healthcare, Government (Managed Care) or Community-based Programs required.

• Bilingual (English/Spanish) Required. Must pass Spanish test prior to hire.

Knowledge, Skills & Abilities:

• Excellent verbal, grammatical and communication skills.

• Ability to work independently and provide direction to call center staff in the Managers absence.

• High organizational ability to juggle multiple priorities and shift between duties without notice.

• Computer literate with working knowledge and proficiency with Microsoft Outlook, Excel, Word, Access, PowerPoint and Kronos or equivalent timekeeping application.

Certification/Licensure:

• Community Health Worker (CHW) certification required.

About Us:

Cook Children's Health Plan

Cook Children's Health Plan provides vital coverage to nearly 120,000 people in low-income families who qualify for government-sponsored programs in our six county service region.  Cook Children's Health Plan provides health coverage for CHIP, CHIP Perinatal, STAR (Medicaid) and STAR Kids Members in the Tarrant county service area. The counties we serve includes Tarrant, Johnson, Denton, Parker, Hood and Wise.

Cook Children’s is an equal opportunity employer. As such, Cook Children’s offers equal employment opportunities without regard to race, color, religion, sex, age, national origin, physical or mental disability, pregnancy, protected veteran status, genetic information, or any other protected class in accordance with applicable federal laws. These opportunities include terms, conditions and privileges of employment, including but not limited to hiring, job placement, training, compensation, discipline, advancement and termination.