What are the responsibilities and job description for the HFHP Supervisor of Customer Care - Internal candidates only position at Health First Design Studio?
Job Requirements
Work Experience
POSITION SUMMARY
To be fully engaged in providing No Harm / Quality, Customer Experience, and Stewardship by: effectively supervising Health First Health Plans’ Call Center to meet the needs of internal and external customers, providing leadership and the highest quality customer service via telephone, correspondence and personal contact. Success will be based on the individual’s ability to lead a team, understand and communicate corporate objectives, and remain accountable for meeting departmental performance indicators.
PRIMARY ACCOUNTABILITIES
- Actively participating in hiring new Customer Service Representatives, including interviewing and managing associated administrative processes
- Contributing to the development of the Call Center staffing schedule to maintain appropriate resources, managing attendance and coordinating coverage as necessary
- Supervising Call Center representatives during designated shifts, following all applicable Health First policies.
- Conducts monthly performance evaluations with each team member.
- Does Well: Completes monthly performance evaluations on time with each team member.
- Improvement Required: Does not complete performance evaluations on time or does not meet with every team member.
- Communicating company and Call Center activities to associates
- Conducting routine performance reviews of designated associates with approved measurement tools
- Does Well: Completes all Performance Reviews on time
- Improvement Required: Does not complete all Performance Reviews on time
- Providing continual feedback and coaching to associates regarding call quality for development purposes
- Conducting counseling or positive discipline with associates as necessary
- Providing assistance with development of policies, procedures and performance measurement tools
- Documenting, measuring and improving processes in the Call Center to improve quality and efficiency
Work Experience
QUALIFICATIONS REQUIRED
- High School education or equivalent, Associates degree or greater preferred
- Minimum of 3 years combined experience with Call Centers, Health Care Business Office, or Insurance Companies preferred
- Minimum of 2 years experience as a Leader, Mentor, or Coach
- Preferred, minimum of one (1) year of employment with Health First Health Plans
- Proven ability to manage people and tasks
- Knowledge of Human Resource policies and procedures
- Ability to accurately type 45 words per minute while speaking with a customer on the phone
- Intermediate to Advanced computer skills, including Microsoft Applications
