Supervisor, Customer Service (Albany) - Emblem Health : Job Details

Summary of Position* Manage the day-to-day responsibilities of telephone performance, coaching/counseling the customer service team, and inventories of offline work including eCorrespondence, social media, and HIPAA/Privacy form updates.* Responsible for systemic testing related to updates to the CRM and the website portal; assist in training initiatives.* Drive weekly meetings with call center management of other call centers and regularly attends configuration/grooming sessions for new systems and software.* Provide recommendations for process improvements.Principal Accountabilities* Manage staff production and performance in order to meet corporate performance goals.* Provide ongoing coaching and feedback to staff.* Provide staff with appropriate resolution technique for sensitive calls, especially of a high priority nature.* Serve as point/escalation person to answer the most complex telephone inquiries.* Identify and coordinate staff training needs to ensure uniform, professional responses.* Plan and organize the daily operation of the Service Department, including the processing of payroll for staff.* Monitor and review attendance of staff to ensure proper levels of coverage.* Analyze and trend inquiry types to identify process improvement opportunities, including development of educational material for staff.* Monitor and optimize inventory levels of eCorrespondence, social media and HIPAA form updates to ensure timely resolution.* Regular attendance is an essential function of the job.* Perform other duties as assigned or required.Qualifications* Bachelor's degree; additional years of related experience/specialized training may be considered in lieu of educational requirements required* 3 - 5 years of relevant, professional work experience required* 3+ years of customer service experience, preferably in operations or in a call center environment required* 3+ years of claims related experience required* Proficient with MS Office (Word, Excel, PowerPoint, Outlook, Teams, SharePoint, etc.) required* Strong communication skills (verbal, written, presentation, interpersonal) with all types/levels of audience required* 2+ years of supervisory experience in a customer service or health care environment preferred* Extensive knowledge of insurance contracts, medical, hospital and dental procedures preferredAdditional Information* Requisition ID: 100#######* Hiring Range: $56,160-$99,360