Call Center: Customer Service Supervisor

Where compassion meets innovation and technology and our employees are family.

Thank you for your interest in joining our team! Please review the job information below.

Schedule: Monday-Friday, 8am-5pm.

Occasional Travel: This role may involve travel to various Driscoll Health Plan locations for training, job fairs, and events.

General Purpose of Job:

The Customer Service Supervisor is responsible for the assisting the Customer Service Manager in the daily management of Call Center operations by providing direct supervision to the Customer Service Representatives (CSRs). The Customer Service Supervisor will assist the Customer Service Manager in ensuring that all staff complies with Health Human Services Commission (HHSC) contractual requirements and URAC standards. The Customer Service Supervisor will also ensure that all performance metrics are within compliance and that staff are trained to meet HHSC and URAC expectations.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be all-inclusive; employees will perform other reasonably related business duties as assigned by the immediate supervisor and/or health plan administration, as required.

General Duties:

• Maintains utmost level of confidentiality at all times.
• Adheres to Health System and Health Plan policies and procedures.
• Demonstrates business practices and personal actions that are ethical and adhere to corporate compliance and integrity guidelines.
• Performs other duties, as requested.
  
  
  

Customer Service Supervisor Responsibilities:

• Supervises a team of CSRs to provide an exemplary customer service experience to our Members and Providers by driving a customer centric attitude with clear expectations of quality and performance.
• Monitors attendance to ensure that the Call Center is manned at a level consistent with Call Center needs and escalates any concerns to the Manager immediately.
• Develops schedules each month to ensure Call Center objectives / metrics are met.
• Supervises team to meet specific Inbound Customer Service metrics as set by Management.
• Collaborates with Management to increase overall Customer Service quality metrics, by identifying trends, communicating changes, and driving the feedback process.
• Oversees a variety of Member and Provider topics related to Managed Care and the STAR, STAR Kids and CHIP Programs.
• Is accessible on the floor to assist the staff with any issues that may arise and is the first line for escalation in all Member and Provider matters.
• Handles escalated calls and emails regarding a variety of Member and Provider inquiries such as pharmacy, eligibility, claims etc.
• Assists with inbound calls by receiving calls at a minimum of four hours per month. Will assist with additional calls as warranted to ensure hotline metrics are met.
• Monitors call queue and tracks inbound calls to ensure that inbound calls, calls waiting, abandonment rate are within HHSC hotline metrics.
• Ensures timely and accurate updates to all Customer Service resources for use by the CSRs.
• Monitors all open CSR workflows to ensure that the workflows are completed timely.
• Monitors each CSR weekly for quality assurance and provides them with the results of the evaluation to identify areas for improvement or coaching opportunities.
• Provides the Customer Service Manager with required weekly checklists and written performance summary of the team.
  
  
  

Training Responsibilities:

• Ensures that there are adequate tools and reference material are available for use when responding to Member and Provider inquiries.
• Coordinates all training for staff upon new hire, annually and as required.
  
  
  

Supervisory Responsibilities:

• Meets with the team once a week and review productivity reports and provide reeducation and updates as required.
• Motivates and encourage Customer Service Representatives through positive and communication and feedback.
• Creates effective communication for employees to provide feedback.
• Supervises the following job classes: Customer Service Representatives
  
  
  

Education and/or Experience:

• Minimum of a High School diploma; or a minimum of two year’s progressive experience in a call center or equivalent combination of education and experience.
• Minimum of two years in Managed Care and knowledge of STAR/STAR Kids and CHIP insurance programs preferred.
• Outstanding communication skills and the ability to understand complex situations to effectively handled customer needs.
• Strong knowledge of Microsoft Office, including Word, Excel, PowerPoint and Outlook.