Supervisor, Customer Support
Advantasure

Job Info

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SUMMARY:

This position serves as the primary stakeholder for internal and external Customer Service-related business. This role will manage external vendors including all policies and processes surrounding this aspect of the BPO solution. Additionally, this leader will oversee team member's performance, identify trends and issues and recommend solutions or professional development as appropriate.

RESPONSIBILITIES/TASKS:

• Acts as primary servicing contact for internal and external business partners
• Leads customer service vendor implementation and oversight
• Maintains constant and timely communication between internal business and external vendor partners
• Develops workflows, processes, procedures, documentation, and other items necessary to facilitate successful servicing implementation
• Conducts meetings with internal and external business partners to meet required deadlines
• Provides effective and efficient oversight of Medicare Advantage Servicing to ensure all service levels are met while complying with all CMS regulations and protocols
• Develops and implements servicing curriculum as well as respond and adjust to training feedback and concerns
• Implements customer service centers for new clients
• Responds accurately and completely to escalated inquiries
• Requests and completes necessary system access requirements for internal and external business partners
• Utilizes proper communication tools through vendor management systems to ensure proper documentation and requests
• Participates in development of annual departmental budget, monitor budget, and identify budget discrepancies. Research cause and make recommendations.
• Responsibility for balancing workload to optimize the effectiveness of the department.
• Manages team's productivity and resources, communicates productivity expectations, and balances workload to achieve service level agreements.
• Manages to performance measures and standards for quality service and cost effectiveness and coaches the team to take appropriate actions.
• Serves as content model expert and mentor to team regarding policies and procedures, regulatory and accreditation requirements comply to CMS requirements for Medicare Advantage.
• Manages to performance measures and standards for quality service and cost effectiveness and coaches the team to take appropriate actions.
• Participation in the staff selection process using clearly defined requirements in terms of education, experience, technical and performance skills.

DIRECTION EXERCISED:

Directly supervises exempt and non-exempt staff in accordance with company policies and applicable Federal and State Laws. Responsibilities include, but are not limited to, effectively interviewing, hiring, terminating, and training employees; planning, assigning, and directing work; appraising performance; rewarding and counseling employees; addressing complaints and resolving problems; supporting and encouraging the engagement process.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

EMPLOYMENT QUALIFICATIONS:

EDUCATION OR EQUIVALENT EXPERIENCE:

Bachelor's Degree in a related field required.

EXPERIENCE:

Five years of experience in the customer service field in the Medicare Advantage space. One year supervisory or leadership experience required.

SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED:

• Training of vendors, vendor staff, and internal employees as needed
• Track record in resolving customer issues quickly and efficiently
• Ability to utilize multiple systems/platforms, and understand the configuration needs in order to troubleshoot or amend/edit as necessary
• Able to triage and escalate issues in a timely and efficient manner
• Must have savvy Reporting and Analytics skills and toolkit

WORKING CONDITIONS:

Work is performed both in the office and in the field with minimal hazards. Travel required. May be required to lift and carry items weighing up to 35 lbs.

The qualifications listed above are intended to represent the minimum education, experience, skills, knowledge and ability levels associated with performing the duties and responsibilities contained in this job description.

We are an Equal Opportunity Employer. Diversity is valued and we will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an \"at will\" basis. Nothing herein is intended to create a contract.

This job has expired.