What are the responsibilities and job description for the Call Center Supervisor position at eBlu Solutions LLC?
Description
eBlu is looking for an energetic person looking to expand their leadership skillset! We are looking for an additional leader to help with the call center team. If you are a person who enjoys meeting deliverables, building the skillsets of others, and positive professionalism, then this is the role for you!
JOB SUMMARY
The Call Center Supervisor provides oversight to the Operations staff ensuring quality of work, queue management, and team member development while ensuring required turnaround times are met based on our contracted SLA’s. This role handles the more complex issues and ensures verification accuracy through reviews, auditing, and oversight.
KEY RESPONSIBILITIES
- Provide oversight and supervision of assigned operations staff including performance management.
- Gather and analyze data as necessary to drive and improve employee performance
- Monitor employee performance closely to ensure we are identifying and addressing issues as quickly as possible
- Lead 1:1s to ensure team members receive support, guidance, and are in a position to be successful
- Complete shoulder to shoulders bi-weekly on all team members
- Follow up on employee IDPs (Individual Development Plans) as needed
- Provide the highest level of customer service when representing eBLu
- Promote consistency by following the guidelines in the employee handbook
- Queue management of inventory, sponsored drugs, and turnaround times.
- Employee development i.e. interviewing, hiring, and training.
- Research and resolve escalated and complex issues relating to benefit investigations
- Audit previous call sheets to identify issues, correct errors and identify training opportunities
- Maintains all patient confidentiality
- Basic understanding of payers and plans
- Other duties and responsibilities as assigned by the supervisor based on the specific client contract
Requirements
1. EDUCATION
High School Diploma or GED requiredBachelor's degree preferred or equivalent work experience
2. EXPERIENCE
- 3-5 years experience in a health plan, facility, healthcare provider office, or pharmaceutical industry required
- Previous supervisory experience required
- 3-5 years call center experience preferred
- Knowledge of Medical Terminology preferred
- Strong understanding of health plan medical policies and prior authorization criteria
- Experience working with insurance companies and extensive knowledge of different types of coverages and policies
- Ability to work independently without direct supervision and perform work directly related to general business operations
- Ability to exercise discretion and independent judgment that has a potential impact on the company and/or our clients
- Ability to calculate figures and amounts such as discounts and percentages; necessary to provide correct benefit and co-pay information
3. SKILLS
- Must have excellent multitasking skills to allow for success in the role
- Ability to pull, organize and analyze data to help drive performance
- Must be very detail-oriented and organized to maintain accurate patient insurance records
- Strong communication and interpersonal skills.
- Ability to work independently as well as collaboratively in a team environment.
- Proactive and able to take initiative in driving projects forward.
- Ability to resolve problems independently
- Ability to follow instructions
- Ability to focus and work quickly within a 24-hour turnaround for patient insurance information
- Ability to manage multiple priorities concurrently
- Ability to direct the work of other team members
- Strong computer skills; preferably Microsoft Word or Excel software applications
BENEFITS
- Competitive pay and performance-based incentives
- Comprehensive health, dental, and vision insurance
- Retirement savings plan with company matching.
- Flexible schedules with both remote and hybrid work options.
- Professional development and growth opportunities
- Generous paid time off and holiday schedule.
EBLU SOLUTIONS IS AN EQUAL-OPPORTUNITY EMPLOYER
eBlu Solutions seeks talent from all backgrounds to bring diversity of thought, agility, and capability to our organization. We promote a working environment where all employees are treated and rewarded fairly. We do not tolerate any form of discrimination that adversely affects individuals or groups based on national origin, race, color, religion, sex, gender, sexual orientation, marital status, disability, age, or any other legally protected aspect of a person’s identity.
ABOUT EBLU SOLUTIONS
eBlu Solutions was founded in 2012 to help specialty medical practices manage the complex workflow associated with high-cost infusion and injection treatments. A single denied claim can be costly to the provider and the patient. Because of this risk, provider offices are willing to put up with long hold times to talk to insurance company provider services and multiple pharmaceutical manufacturer portals. We believe there’s a better way. That's why eBlu Solutions has developed a single portal for managing all the data behind your in-office infusion and injection therapies. We help you mitigate risk, improve staff efficiency, and reduce your training and onboarding burden for new staff members. We are eBlu Solutions, and we are here to make your life easier.