Lafayette - Inbound Call Center Supervisor

Call Center Supervisor

Job Description

Reports to: Inbound Contact Center Manager

Company: Vision Financial Services

Department: ServicePlus

Title: Inbound Contact Center Supervisor

Classification: Non-Exempt

Company Values:

Make a Difference

Help First

Straight Talk

Grow or Die

Victor, Not Victim

Position Summary:

The Contact Center Supervisor is responsible for leading and managing a team of customer service representatives (CSR) in a fast pace environment. The supervisor will utilize judgement and planning to enable the team to meet Contractual Service Level Agreements (SLAs) as determined by our client and the State of Indiana Office of Medicaid Policy and Planning (OMPP) as well as the Center for Medicare and Medicaid Services.

The primary roles of the position are:

1. Lead

2. Manage and hold accountable

3. Operational Oversight

4. Escalation of Account and Benefits Inquiries

5. Technology and Tools

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lead

o Provide guidance and mentorship to team members, encouraging their professional growth and skill development. Support them in setting and achieving their career goals and objectives.

o Recognize and reward outstanding performance within the team. Provide regular constructive feedback to inspire improvement and motivation, while creating a culture of continuous improvement.

o Identify skill gaps within the team and facilitate training sessions or workshops to help employees acquire new skills and stay current with best practices.

o Encourage a collaborative work environment where employees feel empowered to share ideas, provide input on process improvements, and work together effectively to achieve team goals.

o Identify and nurture potential leaders within the team. Provide leadership development opportunities and prepare employees for higher-level roles within the organization.

• Manage, and hold accountable

o Supervise and lead a team of call center agents, providing coaching, guidance, and support.

o Set clear performance expectations and regularly review team performance.

o Foster a positive and motivated work environment to achieve operational goals.

o Collaborate with the training department to ensure agents are up-to-date with product knowledge and customer service techniques.

o Conduct regular call monitoring and provide feedback to agents for performance improvement.

• Operational Oversight

o Monitor and manage daily call center activities to ensure efficient call handling, adherence to schedules, utilization, and service quality.

o Analyze key performance metrics to identify areas for improvement and implement corrective actions.

o Develop and implement standard operating procedures (SOPs) to streamline processes and enhance productivity.

o Provide regular reports to management on key performance indicators (KPIs) and recommend improvements.

• Escalation of Account and Benefits Inquiries

o Provide comprehensive and accurate responses to members' inquiries related to their accounts and benefits, ensuring a clear understanding of the information provided.

o Implement a structured escalation process for complex inquiries, ensuring they are directed to the appropriate channels for resolution.

o Strive to enhance member satisfaction by delivering timely, precise, and empathetic responses to their account and benefits queries.

o Forwards urgent member issues that cannot be resolved to the Contact Center Manager and appropriate Customer Service/Vendor Management staff as well as escalates issues including compliance and HIPAA failures.

o Responsible for assessing the situation escalating the members emotions and resolving the issue to the member satisfaction for all supervisor calls.

o Forwards urgent member issues that cannot be resolved to the Contact Center Manager and appropriate Customer Service/Vendor Management staff.

• Technology and Tools

o Demonstrating an in-depth understanding of our technical systems, account management tools, and benefits platforms to provide accurate and effective responses to members' inquiries

o Collaborate with the IT department to resolve technical issues and implement system enhancements

o Adhering to strict data security protocols while handling technical inquiries and ensuring that members' sensitive information remains confidential and protected.

o Maintain comprehensive and up-to-date technical documentation to aid in issue resolution and serve as a resource for team members and cross-functional teams.

o Proficiently diagnose technical issues or discrepancies in member accounts or benefits information and provide actionable solutions or escalations for resolution.

• Other Responsibilities

o Has a strong interpersonal skill set to manage relationships with team, members, clients, and management.

o Is able to resolve conflicts and manage difficult situations with empathy and tact

o Adheres to the company’s values at all times

o Adheres to the organization’s confidentiality policy and the protection of confidential information at all times including all company policies and procedures.

o Treats clients, members, patients, guests, staff, and others with care, courtesy, and respect.

Competencies

1. Proficiency in basic computer skills.

2. Working knowledge of Microsoft products.

3. Effective leadership and motivational skills.

4. Understands 1115 Waiver and client expectations of billing procedures.

5. Understands Medicare Parts A, B, C, and D and client expectations of customer service and CMS requirements.

6. Solid understanding and use of Artiva, Healthrules, and Livevox software.

7. Excellent interpersonal and communication skills (both verbal and written) necessary to interact with staff, members, and clients.

8. Good listening skills and telephone presence.

9. Exhibits the core values of the organization.

Supervisory Responsibility

This position supervises the Customer Service Team Lead and the Customer Service Representatives.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit, use hands to finger, handle or feel; and reach with hands and arms. Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.

Position Type and Expected Hours of Work

This is a full-time position, and days of work are Monday through Friday. Hours of work are subject to the need of the call center. Evening and weekend work may be required as job duties demand.

Travel

Travel is expected for this position.

Required Education and Experience

1. High school diploma or GED.

2. Two-years’ experience in a call center.

Preferred Education and Experience

1. One or two years’ experience in insurance.

2. 1-2 years supervisory experience

3. Conversational Spanish skills.

4. Knowledge of 1115 Medicaid Waiver program.

5. Understands both Original Medicare and Medicare Advantage.

6. Previous experience with Insurance Billing, Claims, Benefit Explanation.

7. Experience with Artiva and HealthRules software.

Additional Eligibility Qualifications

None required for this position.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Job Type: Full-time

Schedule:

• 8 hour shift
• Weekends as needed

Application Question(s):

• Do you have Call Center Supervisor experience?
• What is the max number of employees that you have supervised in the past?
• What are your pay requirements?

Location:

• Indiana (Required)

Work Location: Remote