Bilingual Supervisor Non Clinical Operations

CCS Contact Center

99d • $55,915 - $67,000

About The Position

The Supervisor, Non-Clinical Operations oversees the daily productivity of our Communication Center Representatives (SA/PA) and is responsible for the development of their respective team. Development protocols including intensive coaching and mentoring, as well as regular quality and productivity reviews.

Requirements

• Superior team leadership skills with demonstrated excellence in motivating, developing, and retaining front-line employees.
• Proven ability to communicate effectively with company personnel, customers, and professionals at all levels.
• Demonstrated ability to multi-task and maintain records in a well-organized manner.
• Minimum of 2 years of college required, Bachelor’s Degree preferred.
• Minimum of 2 years’ experience as a supervisor in a high-volume call center, preferably within the health care field; for internal candidates must possess contact center experience and a Minimum of 6 months in a Team lead role.
• Outbound (telemarketing, collections) sales experience is preferred.

Responsibilities

• Direct responsibility of the day to day and the overall performance, training, and development of the Communication Center Representative team assigned to telephonic member outreach for information collection, coaching and education.
• Develop, motivate, and assist a team of 10-15 non-clinical Call Center Representatives (CCR’s) in the problem-solving resolution process in our Communication Call Center.
• Monitor and drive individual performance, quality, and productivity, including providing direct coaching, support, and feedback.
• Assist in the identification of gaps and opportunities for CCR’s and our patients to develop action plans for and review action plans with the staff and leadership.
• Track and monitor performance of individuals to develop periodic and yearly evaluation criteria including and development areas, strengths and goals/objectives.
• Call quality and individual/team productivity are primary focus areas for the Team Lead.
• Conduct weekly, monthly, and annual CCR review sessions.
• Ensure optimum staffing levels through efficient scheduling and adjustments to meet peak service demands.
• Assist in the selection of new call center representatives.
• Maintain compliance with ComplexCare Solutions policies, procedures and mission statement.
• Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solutions Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position.
• Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of the Company.
• Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function.

Benefits

• Competitive Salary and Benefits Package
• Performance-based incentives

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees