Supervisor-Customer Service

Supervises and provides guidance to Customer Service and staff on policies, procedures, and workflow. Manages call handling and quality of service. Resolves customer concerns referred by subordinates or other staff. Monitors and evaluates service standards. Responsible for hiring, training, coaching, counseling, and evaluating team member performance. Coaches staff, develops teamwork and team support, manages change and encourages innovation, builds collaborative relationships, encourages involvement and initiative, and develops in others increased vision and commitment to goals. Audits workflow, call content and Facets Customer Service notation.

• DEPARTMENT DESCRIPTION

Samaritan Health Plans (SHP) operates a portfolio of health plan products under several different legal structures : InterCommunity Health Plans, Inc. (IHN) is designated as a regional Coordinated Care Organization (CCO) for Medicaid beneficiaries; Samaritan Health Plans, Inc. offers Medicare Advantage, Commercial Large Group, and Commercial Large Group PPO and EPO plans; SHP is also the third-party administrator for Samaritan Health Services’ self-funded employee health benefit plan. As part of an Integrated Delivery System, Samaritan Health Plans is strategically and operationally aligned with Samaritan Health Services’ mission of Building Healthier Communities Together.

• EXPERIENCE / EDUCATION / QUALIFICATIONS

High School Diploma or equivalent required.

• Two (2) years experience equivalent to an SHS Customer Service Rep II role or in a lead / senior role required.
• Four (4) years experience in a customer service-related role that includes individual responsibility for delivering complex information to customers / clients such as billing, insurance coverages, customer escalations resolution, and / or training others to complete these tasks required.
• Experience and / or training with data analysis and process improvements required.
• Experience with multi-line phones required.
• Experience in computer applications required.
• Call Center and Health Plan experience preferred.
• KNOWLEDGE / SKILLS / ABILITIES

Effective written and verbal communication skills to perform group presentations, tactfully discuss issues, and listen to and understand concepts, rules and procedures. Ability to work with all levels within the organization, facilitate communication, and effectively document related activities.

• Ability to identify complex problems, review related information, employ creativity and alternative thinking to develop and evaluate options and implement solutions.
• Leadership - Inspires, motivates, and guides others toward accomplishing goals. Achieves desired results through effective people management.
• Abilities in analytical, problem-solving and communication.
• PHYSICAL DEMANDS

Rarely

1 - 10% of the time)

Occasionally

11 - 33% of the time)

Frequently

34 - 66% of the time)

Continually

67 – 100% of the time)

CLIMB - STAIRS

LIFT (Floor to Waist : 0"-36") 0 - 20 Lbs

LIFT (Knee to chest : 24"-54") 0 – 20 Lbs

LIFT (Waist to Eye : up to 54") 0 - 20 Lbs

CARRY 1-handed, 0 - 20 pounds

BEND FORWARD at waist

KNEEL (on knees)

STAND

WALK – LEVEL SURFACE

ROTATE TRUNK Standing

REACH - Upward

PUSH (0 - 20 pounds force)

PULL (0 - 20 pounds force)

CARRY 2-handed, 0 - 20 pounds

ROTATE TRUNK Sitting

REACH - Forward

MANUAL DEXTERITY Hands / wrists

FINGER DEXTERITY

PINCH Fingers

GRASP Hand / Fist

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