Specialty Health Customer Support Call Center Supervisor

TX-HHSC-DSHS-DFPS•Austin, TX

About The Position

The Specialty Health (SH) Customer Support Services (CSS) Call Center Supervisor performs highly complex (senior-level) administrative and supervisory program work supporting the day-to-day efforts of the CSS Team for Specialty Health, primarily with the Kidney Health Care (KHC) Program, Children with Special Health Care Needs Services Program (CSHCN SP), and the Hemophilia Assistance Program (HAP), as well as other SH programs. Serves as a technical expert related to programs and provides consultative and technical assistance, guidance, and training to internal and external teams that support customer inquiries and update records as needed to ensure client information is accurate and correct. Supervises trains and provides guidance to the CSS team in handling difficult or complex call-center problems. Ensures customer support team availability during agency’s business hours. Establishes goals, objectives, and clear expectations for team functions and related activities. Works closely with the Specialty Health Eligibility Supervisor, and the Contract and Reimbursement Manager to ensure the CSS team is equipped with accurate and up-to-date program information and guidance for answering call-center inquiries and program eligibility requirements. Prepares program management and productivity reports and studies for review by SH Leadership. Works under limited supervision of the Policy and Program Development Manager, with moderate latitude for the use of initiative and independent judgment.

Requirements

Knowledge of health care benefit programs for populations with special health care needs and chronic health conditions.
Knowledge of client engagement techniques to receive and maintain accurate client and program records.
Knowledge of sound management practices and personnel policies and procedures.
Knowledge of planning and administration of programs.
Knowledge of development of quality improvement and corrective action plan development.
Knowledge of customer service best practices.
Knowledge of local, state, and federal laws related to the program area; public administration and management techniques; statistical analysis processes; budget processes; research techniques; training and marketing techniques; and program management processes and techniques
Skill in solving problems, evaluating options, and implementing solutions.
Skill in analyzing and researching highly complex technical information.
Skills in providing subject matter expertise and training to customer support staff.
Skills in management and supervisory practices.
Skills in communicating professionally in both written and verbal forms with individuals and groups.
Skills in managing multiple and competing priorities.
Skills in identifying problems, evaluating alternatives, and implementing solutions.
Skill in identifying measures or indicators of program and staff performance and the use of a computer and applicable software.
Ability to establish and maintain effective working relationships with staff, peers, and leadership.
Ability to exercise sound and professional judgement in evaluating situations, making decisions, and mediating conflict.
Ability to lead in an environment of change and continuous quality improvement.
Ability to consistently manage and complete multiple detailed tasks accurately and in a timely manner.
Ability to gather, assemble, correlate, and analyze facts; to establish goals and objectives; to devise solutions to administrative problems; to develop, evaluate, and interpret administrative policies and procedures; and to supervise the work of others.
At least two (2) years of experience in a supervisory or lead role.
At least two (2) years of experience in a call-center environment.
Graduation from an accredited four-year college or university with major course work in a health and human services or social services field is generally preferred. Experience and education may be substituted for one another on a year for year basis.

Nice To Haves

Bilingual English/Spanish preferred

Responsibilities

Provides complex consultative and technical assistance, guidance, training, and technical assistance to SH’s Customer Support Services (CSS) Team, Eligibility Services, and other SH units on nuanced customer support and pharmacy benefit coordination support for Kidney Health Care (KHC), Children with Special Health Care Needs Services Program (CSHCN SP), and the Hemophilia Assistance Program; may assist with other customer support inquiries for other SH programs. Provides CSS updates to external partners (regional staff or healthcare providers) through webinars and conference calls. Leads regular reviews of CSS Team’s standard operating procedures and training materials in coordination with SH units as needed. Ensures all staff are trained on the most current program requirements. Trains staff on multiple internal and external databases (IBIS, TOSS, CMS Portal, USAS, etc.) as needed to support client inquiries and verify or update information as required. Develops and implements standards and techniques to evaluate the efficiency of the CSS Team’s processes and makes recommendations for improvement.
Serves as a technical expert regarding SH programs, primarily for the direct service programs (KHC, CSHCN SP, and HAP). Monitors multiline phone system and organizes phone coverage with customer service support specialists, assisting in times of high call volume or staff vacancy. Provides technical guidance to specialists for program information and updates received primarily through the customer service phone lines, fax, mail, and email for SH programs. Ensures timely responses to information requests, inquiries, and updates received from program recipients, providers, other agencies, and the public. Reviews and addresses complex customer service or pharmacy claims cases that cannot be resolved directly by individual team members.
Provides daily administrative and operational supervision of the SH CSS Team in the SH Client Services Unit. Establishes clear expectations for all functions of the team. Implements all human resources and personnel-related functions (hiring, performance management, time and leave processing, etc.) for all team members according to agency guidelines and within appropriate timeframes. Establishes feedback mechanisms for team improvement and collaboration within SH Client Services Unit and other SH units and program teams. Proactively cultivates and demonstrates a positive culture with an engaged and accountable team.
Implements goals and objectives supporting the strategic direction for assigned programs as defined by the SH policy section. Communicates goals and objectives with team and develops accountability standards for achieving goals. Coordinates with Policy Section leadership on continuous program and process improvement activities related to customer support and coordination within SH Client Services Unit’s assigned programs.
Serves as a member of the SH leadership team. Provides leadership as required by the needs of the Department and illustrates a functional knowledge of all programs and policies. Participates as a member of the larger Health and Independence organizational leadership area representing SH with other SH leadership. Collaborates with SH leadership to develop, implement, and evaluate short- and long-term goals and objectives for the office.
Other duties as assigned include but are not limited to actively participating or serving in a supporting role to meet the agency's obligations for disaster response or recovery or Continuity of Operations (COOP) activation. Such participation may require an alternate shift pattern assignment or location.

Benefits

Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more.

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