Bilingual Customer Service Supervisor

Avesis • AZ

93d • $55,790 - $109,040

About The Position

Join us for an exciting career with the leading provider of supplemental benefits! Our Promise Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards. As the Customer Engagement Supervisor for our Dental and Vision Call Center, you will play a pivotal role in shaping customer experience for our dental clients and their members. Leading a dedicated team, you’ll ensure the delivery of exceptional service while driving operational excellence. Your expertise in call center management and Medicaid regulations will empower you to develop effective training programs and implement best practices that enhance team performance. By fostering a collaborative environment and leveraging data-driven insights, you’ll contribute to our mission of providing quality dental care access to underserved communities. The Customer Contact Center at Avesis plays a crucial role in connecting Medicaid recipients with vital dental care services. We manage a call center dedicated to assisting clients with their dental benefits, answering questions, and addressing any concerns they may have. Our purpose is to ensure that members receive the support they need to navigate their dental coverage effectively, making the process as seamless as possible. By collaborating with dental providers and leveraging our knowledge of Medicaid policies, we help ensure access to essential care for underserved populations. Ultimately, our goal is to improve health outcomes and enhance the overall customer experience within the healthcare system.

Requirements

• Bachelor’s degree in business, healthcare management, or a related field or equivalent experience.
• 3+ years of experience in call center management in healthcare, dental, or Medicaid services call center.
• Proven ability to lead high performing teams in a metric driven, fast paced environment.
• Strong skills in Microsoft Excel, including the ability to create and analyze pivot tables, charts, and basic formulas for data reporting and analysis.
• Excellent verbal and written communication skills with the ability to document and present information in an empathetic, clear way.
• Ability to maintain confidentiality and adhere to HIPPAA requirements.
• Strong listening and interpersonal skills required.
• Must be highly organized, detail oriented and a self-starter with strong analytical skills and the ability to multi-task.

Nice To Haves

• Bilingual/Fluency in Spanish.
• In-depth knowledge of Medicaid policies and procedures, specifically related to dental care.
• Familiarity with state and federal regulations governing dental services for Medicaid recipients.
• Experience in and understanding of workforce management and telephony concepts and tools.
• Experience in and understanding of dental services and Medicaid regulations.

Responsibilities

• Oversight of operation teams of up to 20 Customer Service Representatives and one Team Lead.
• Providing regular monthly one on one and adhoc coaching with a focus on excellence in Customer Service.
• Ensuring consistent growth and development of all employees.
• Supervising and mentoring a team of call center representatives.
• Conducting regular team meetings to review performance and share updates.
• Monitoring call flow and performance metrics to ensure service level agreements are met.
• Assisting in the development and implementation of operational processes and best practices.
• Conducting regular quality assurance evaluations to assess call quality and compliance with policies.
• Addressing escalated customer inquiries and resolving issues in a timely manner.
• Preparing team performance reports and metrics for management review.
• Analyzing trends and identifying areas for operational improvement.

Benefits

• Excellent medical, dental, supplemental health, life and vision coverage for you and your dependents with no wait period.
• Life and disability insurance.
• A great 401(k) with company match.
• Tuition assistance, paid parental leave and backup family care.
• Dynamic, modern work environments that promote collaboration and creativity to develop and empower talent.
• Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best.
• Employee Resource Groups that advocate for inclusion and diversity in all that we do.
• Social responsibility in all aspects of our work.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees