MS Supervisor I

Member Services Call Center Supervisor

Oversee, supervise, and direct the day-to-day activities of assigned staff and unit in a call center environment while maintaining own case load

Position overview

Essential Functions:

• Perform other duties as assigned.
• Accomplish staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and implementing corrective action steps when necessary; coordinating, and enforcing systems, policies, procedures, and productivity standards.
• Complete performance evaluations in a timely manner. Work with the entire Unit to continuously measure and improve the performance.
• Manage staff schedules to ensure adequate level of service to members, adjust schedules, and ensure backup coverage as needed.
• Monitor staff performance through a variety of sources including the Automated Call Distribution (ACD) system to assure that calls are answered promptly and there is adequate staff coverage to meet call response time requirements
• Set priorities for the team to ensure task completion and performance goals are met, such as average speed to answer, abandonment rate, service level, average handle time, quality, and staff schedule adherence.
• Review call monitoring reports and entries made in HPSM systems to assure that calls are appropriately handled and documented.
• Audit trend reports for individual and team performance, and take corrective measures as needed.
• Identify and resolve operational problems using defined processes, expertise, and judgement.
• Collaborate with Member Services Manager to develop strategies to reinforce, train and disseminate information to meet operational and service performance requirements.
• Oversee the exempt grievance process as it relates to Member Services to ensure that all State and Federal regulations are achieved.
• Maintain a collaborative relationship with internal and external business partners to ensure member and provider satisfaction.
• Assist with new hire recruitment and interviews.
• Assist manager to develop policies and procedures for the Unit.
• Hold individual monthly 1:1 meeting with each Member Services Call Center Representative to review call audits, attendance, and performance objectives.
• Participate in cross-functional project teams that ultimately improve the member experience.
• Communicate on an on-going basis with other HPSM departments regarding cases requiring additional intervention.
• Handle more difficult member issues, including complaints that may be transferred.
• If applicable, Monitor the CMS Complaint Tracking Module and resolve issues within required timelines.
• Oversee production of weekly, monthly, and ad-hoc reports and present results to management team.
• Analyze new or updated regulations, laws and contract language and implement appropriate changes to internal policies, procedures, and workflows.
• Participate in department and management meetings as assigned.
• Represent department Unit at internal and external meetings as assigned.
• Work on other projects and duties as assigned.

Secondary Functions:

• Perform other duties as assigned.
• Provide back up to other managers/supervisors when necessary

Requirements

These are the qualifications typically needed to succeed in this position. However, you don’t need to meet every requirement to apply. 

Education and experience

• BA or BS degree (preferably in an area related to healthcare or supervision).
• Four (4) years of experience providing customer service in a healthcare setting or call center, preferably in a managed care environment.
• Previous supervisory experience in a customer service setting or demonstrated leadership success.
• Experience coaching staff, handling conflict resolution, implementing initiatives or projects, and collaborating with other professional and non-clinical staff preferred.

Knowledge of:

• Principles and techniques for effective communication and education to serve diverse social and ethnic groups.
• Supervisory principles and practices as well as techniques and methods to organize and manage direct reports.
• Personal computers and proficiency in Microsoft Office Suite applications, including Outlook, Word, Excel, Access, and PowerPoint.
• Medical terminology.
• Phone systems and call documentation systems highly preferred.
• A call center production environment.

Ability to:

• Work cooperatively with others.
• Work as part of a professional team and support team decisions.
• Communicate effectively, both verbally and in writing.
• Adapt to changes in requirements/priorities for daily and specialized tasks.
• Supervise, coach, and motivate staff.
• Provide excellent customer service.
• Communicate effectively orally and in writing.
• Prepare presentations.
• Analyze issues and resolve problems with minimal guidance.
• Demonstrate PC skills and experience with the range of Microsoft Office products preferred.
• Work weekends and outside regular business hours.

Skills:

• Must have access to a reliable vehicle and possess a valid license with proof of insurance to go to offsite events.
• Bilingual skills in Spanish, Tagalog or Russian preferred.

Salary and benefits

The starting salary range: $69,302- $89,020 annually, depending on the candidate’s work experience.

Excellent benefits package includes:

• HPSM-paid premiums for employee’s medical, dental and vision coverage (employee pays 10% of each dependent’s premiums)
• Fully paid life, AD&D and LTD insurance
• Retirement plan (HPSM contributes equivalent of 10% of annual compensation)
• 12 paid holidays a year, 12 paid sick days a year and paid vacation starting at 16 days a year
• Tuition reimbursement plan
• Employee wellness program

It is HPSM's policy to provide equal employment opportunities for all applicants and employees.  HPSM does not unlawfully discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex, age, sexual orientation, veteran status, registered domestic partner status, genetic information, gender, gender identity, gender expression, or any other characteristic protected by applicable federal, state, or local law.  HPSM also prohibits discrimination based on the perception that an applicant or employee has any of those characteristics or is associated with a person who has or is perceived to have any of those characteristics.