What are the responsibilities and job description for the Customer Service Supervisor position at Public Partnerships LLC?
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Public Partnerships LLC supports individuals with disabilities or chronic illnesses and aging adults, to remain in their homes and communities and “self” direct their own long-term home care. Our role as the nation’s largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and pay for their own support workers and services within their state-approved personalized budget. We are appointed by states and managed healthcare organizations to better serve more of their residents and members requiring long-term care and ensure the efficient use of taxpayer funded services. Our culture attracts and rewards people who are results-oriented and strive to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, entrepreneurial environment, and who want to make a difference in helping transform the lives of the consumers we serve. (learn more at www.pplfirst.com).
Duties and Responsibilities
Supervises staff that answer calls for various projects. Including mentoring and developing staff as well as providing ongoing feedback performance on an individual and on a team level.
Reviews and monitors call volumes and statistics.
Assists with new staff training and ongoing refresher training as needed.
Takes escalated calls.
Updates all call center tracking tools and reports.
Participates in call center audits and quality assurance functions.
Prepares and maintains department operating procedures and control documents.
Makes recommendations for process improvement to enhance performance.
Completes quarterly performance reviews.
Provides one-on-one meetings with each staff member on a bi-weekly basis.
Maintains reports of CSR daily, weekly, monthly, and quarterly KPIs.
Holds monthly team meeting.
Attends weekly meetings with clients.
Leads and participates in programs and projects as applicable.
Required Skills
Communicates effectively – Shares information and encourages candid and open dialog.
Demonstrated technical expertise – Understands the systems necessary to operate the business successfully.
Leadership ability – Confident, commands respect and trust among peers and others.
Organized – Organizes time and priorities to achieve business results in a timely manner.
Adapts to and implements change.
Promotes key values – Consistently demonstrates work ethics and values. Conducts duties of the position with truth, sincerity, and fairness.
Team and people building skills – Understands the importance of mentoring and coaching employees.
Uses sound judgment – Applies knowledge of the business and tasks and uses common sense and analysis to make the best decision.
Proficiency in Microsoft Office products – Excel and Word.
Knowledge/Experience with Medicaid and Medicare claims processing rules preferred.
Ability to take initiative, prioritize tasks and manage workflow to meet deadlines.
Ability to interpret, comprehend and follow policies and plan provisions.
Excellent interpersonal and customer service skills.
Excellent oral and written communication skills.
Problem solving and analytical skills.
Ability to work autonomously and within a team.
Basic understanding of medical coding guidelines and medical terminology.
Basic understanding of healthcare and claims concepts.
Preferred Qualifications
Education: Bachelor’s Degree preferred
Experience: 2 years’ experience supervising staff; 1-3 years’ experience in a call center environment; 5 years’ relevant work experience in the healthcare industry
The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities, or skills of personnel so classified.
Public Partnerships is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PPL will not tolerate discrimination or harassment based on any of these characteristics.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
