Universal Agent Supervisor

                                                            

Job Summary
Job Summary

                       

Supervises, trains, coaches, and develops the Customer Service Representative team. Supervises the daily operations and drives performance in the Customer Service Contact Center. This position ensures compliance with the Department of Veterans Affairs Community Care Network (VACCN) requirements, and TriWest policies, and procedures. Ensures accurate completion of VA-approved medical authorizations, appointment scheduling, thorough documentation of all Veteran and provider encounters in the TriWest medical management system and receipt of timely medical documentation from network providers. Directly interacts with a variety of internal and external customers daily. Works in a detailed, multi-tasked and fast-paced production environment.

                       

Government ReportingDirect

                       

Education & ExperienceRequired

                       

o High School Diploma or G.E.D.
o 3 years experience in a customer service environment
o 2 years supervisory or leadership experience leading teams to meet performance targets

                       

Preferred

                                                                                                                                                                   

o oo o

                                                               

Supervisory experience in an inbound call center environment College education or equivalent

                       

Knowledge of medical terminology Managed Care experience

                                                                                               

Key Responsibilities
Key Responsibilities

                       

o Monitors Contact Center performance levels, identifies training needs, and develops action plans for staff development. Monitors telephone system's real-time reports to ensure department service levels and contract requirements are met.
o Reviews medical management data entries for clarity of documentation and appropriate handling of encounters and inquiries.

                       

o Counsels individual employees on job performance issues. Develops and monitors progress on employee Performance Improvement Plans. Drafts performance evaluations for management review. Alerts management and consults with Human Capital on performance and behavior issues.
o Ensures internal standards, guidelines and procedures are in place to achieve/maintain high customer service and performance levels. Ensures Costumer Service Representative Team follows system protocols for data entry edits and corrections.

                       

o Provides for adequate coverage of Contact Center using Workforce Management system to plan and adjust employee work schedules.
o Assists with the employee selection process, coordinates the training of new employees, and assists with Contact Center training initiatives

                       

..

                       

o Conducts staff meetings and provides clear communication regarding any changes/issues affecting the Contact Center or team members.
o Assists Contact Center staff with customer contacts requiring supervisory intervention.
o As needed performs all Customer Service Representative duties, while providing contact center operational oversight and direction to staff.

                       

o Performs other duties as assigned.
o Regular and reliable attendance is required.

                       

CompetenciesTechnical Skills

                       

Knowledge of Contact Center information systems; Knowledge of the VACCN program and benefits and the military healthcare system, Ability to achieve daily and monthly production standards

                       

Team-Building / Team Player

                       

Influence the actions and opinions of others in a positive direction and build group commitment.

                                               

                                                            

Problem Solving / Analysis

                       

Ability to solve problems through systematic analysis of processes with sound judgment; Has a realistic understanding of relevant issues.

                       

Organizational Skills

                       

Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; Detail-oriented.

                       

Multi-Tasking / Time Management

                       

Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.

                       

Leadership

                       

Successfully manage different styles of employees; Provide clear direction and effective coaching.

                       

Empathy / Customer Service

                       

Customer-focused behavior; Helping approach, including listening skills, patience, respect, and empathy for another's position.

                       

Coping / Flexibility

                       

Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.

                       

Computer Literacy

                       

Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.

                       

Communication / People Skills

                       

Ability to influence or persuade others under positive or negative circumstances; Adapt to different styles; Listen critically; Collaborate.

                       

Working ConditionsWorking Conditions

                       

o Ability to cover any work schedule
o Works within a standard office environment, with minimal travel
o Extensive computer work with prolonged sitting and wearing of headset o A VA-approved security clearance may be required