What are the responsibilities and job description for the Call Center Supervisor position at TPAC Underwriters?
TPAC is looking for a Call Center Supervisor to join the TPA team atCaptrue Benefits. This is a full-time position located in our Blaine, MN office. Join our team and help us change the way healthcare is financed, disclosed and delivered. We are a creative, collaborative, and friendly group looking for exceptional talent for our ever-growing team.
Job Summary
As a Call Center Supervisor at Captrue Benefits, you will be responsible for overseeing a team of Call Center Representatives who act as the front-line support for health plan members and healthcare providers. The Supervisor resolves escalated issues and complex requests, identifies system and workflow improvements to enhance team efficiency, and coaches and guides less experienced team members. The Call Center Supervisor will lead the development and delivery of training programs for the Call Center Team, which includes internal processes, procedures and guidelines, vendor specific programs/interfaces and regulatory and statutory requirements. This role involves both independent and collaborative work
Salary Range: $55,000-$75,000
Key Responsibilities:
·Manage the timely, accurate and efficient handling of a high volume of inbound member/provider requests and inquiries by providing information regarding benefits/claims/eligibility, advocating for members as they navigate health care benefits or directing requests to other functional business teams.
·Research, develop, document, and maintain department policies/procedures/guidelines to improve operational efficiency.
·Provide daily guidance and communication to Call Center Representatives to ensure calls are answered promptly, efficiently, and knowledgeably with a commitment to unparalleled member and provider satisfaction.
·Train Call Center Representatives to provide alternatives and options during phone calls; to gather information and make appropriate decisions focusing on first call resolution; to escalate inquiries as needed and document the member/provider interaction in the appropriate systems.
·Measure call volume, average speed of answer, hold times and department staffing to ensure strict adherence to service level expectations related to average speed of answer and call abandonment rates.
·Active call monitoring for quality, accuracy and compliance with department standards; address performance concerns and provide ongoing staff training as needed.
·Ensure internal controls are maintained and staff follow HIPAA policies and procedures.
·Assist with resolution of escalated member or provider calls.
·Maintain up-to-date and thorough knowledge of benefit provisions for group health plans, claim billing/payment processes, authorization/certification requirements and various related programs/plan partners.
·Train staff to utilize various technology systems, portals and databases.
·Participate on workgroups related to the above responsibilities to provide value to the organization.
Ideal Qualifications:
·Minimum 4 to 6 years’ experience in a health insurance carrier, TPA or HMO Call Center environment.
·Associate’s degree or higher preferred.
Demonstrate excellent leadership, troubleshooting, listening, and problem-solving skills
Demonstrated ability to work in a dynamic and fast-paced environment managing multiple priorities with pressure of production schedules and deadlines.
Excellent customer service and communication skills (verbal and written) with a strong sense of ownership and commitment to issuing prompt and detailed follow-up.
Knowledge of HIPAA regulations and a commitment to maintaining compliance with privacy & security standards.
Proficient with systems including Microsoft Office (Word, Excel, Outlook)
TPAC is a Managing General Underwriting firm located in Minneapolis, Minnesota. TPAC/Captrue Benefit’s mission is to change the way healthcare is financed, disclosed and delivered. We need people who value honesty and transparency; people who take ownership and responsibility of whatever they are doing. We seek individuals who value all people and interact with humility and respect; people who like to dig deep into issues, who are curious and who understand life is about more than work. If you believe in our mission and share our Core Values, then we would like to talk about how we can make a positive impact together.
Job Type: Full-time
Pay: $55,000.00 - $75,000.00 per year
Work Location: Hybrid remote in Minneapolis, MN 55449
Salary : $55,000 - $75,000