Supervisor-ASHCare Managed Services (Remote)

American Specialty Health Incorporated

9d•$45,000 - $50,000•Remote

About The Position

American Specialty Health Incorporated (ASH) is seeking a Supervisor to join our ASHCare Managed Services department. The primary function of this position is to supervise staff ensuring that processes are followed correctly, calls are answered correctly, issues are handled properly, appointments are scheduled timely, and overall customer service is provided in accordance with ASHCare policies and procedures to meet performance standards and customer expectations. Salary Range American Specialty Health complies with state and federal wage and hour laws and compensation depends upon candidate’s qualifications, education, skill set, years of experience, and internal equity. $45,000 to $50,000 Full-Time Annual Salary Range. Remote Worker Guidelines Remote Worker Guidelines: This position will be trained remotely and must be able to work from home (WFH) in a designated work area with company-provided technology equipment. This WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network. The internet connection must have a consistent 50 down/10 up Mbps minimum internet speed. 100 down/20 up is recommended to support higher quality video meetings.

Requirements

High School Diploma or GED certificate required. If GED certificate, 1 year of service with ASH required.
2 years experience with Call Center or Customer Service operations, preferably in a Managed Care or Health Care environment required.
Experience supervising or leading a team in a call center environment, with specific experience in call center operations, goal setting, performance management, resolving complex calls and issues, and quality analysis and initiatives required.
Computer proficiency in MS Office; Outlook, Word, Excel, SharePoint experience required.
Proficiency in call center phone, computer, and system navigation.
Organized, results oriented team player with demonstrated leadership abilities.
Strong verbal and written communication skills.
Demonstrated ability to meet or exceed all performance goals.
Demonstrated ability to coach, develop, set goals, and manage performance.
Demonstrated knowledge and understanding of call center Workforce Management, scheduling and staffing basics.
Demonstrated knowledge, understanding and use of Key Performance Indicators to identify root causes, develop action plans, and manage through to resolution.
Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
Ability to effectively organize, prioritize, multi-task and manage time.
Demonstrated accuracy and productivity in a changing environment with constant interruptions.
Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions.
Ability to exercise strict confidentiality in all matters.
Ability to see, speak, and hear other personnel and/or objects. Ability to communicate both in verbal and written form.
Ability to travel within and around the facility or Work from Home (WFH) environment.
Capable of using a telephone, computer keyboard, and mouse.
Ability to lift up to 10 lbs.
This WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network. The internet connection must have a consistent 50 down/10 up Mbps minimum internet speed. 100 down/20 up is recommended to support higher quality video meetings.

Nice To Haves

College coursework or equivalent experience preferred.
3 years general office experience including administrative support and project management preferred.

Responsibilities

Monitor, evaluate performance, counsel, coach, train, and develop team members.
Monitor the processes and time frames to ensure performance standards, performance guarantees and goals are met.
Perform quality audits and provide effective coaching, development, and recognition.
Monitor staff to maintain quality and accuracy of information.
Counsel on barriers representatives are encountering.
Maintain Member Concierge scorecards, and review performance against goals with each Member Concierge on at least a monthly basis.
Meet with team members as needed to address, improve, and manage to performance expectations.
Identify training needs and coordinate informal and formal training.
Set and communicate annual goals and review performance against those goals monthly.
Monitor KPI reporting daily to proactively identify issues or challenges and take action to address and avoid negative outcomes.
Coordinate and conduct regular team and 1:1 meetings.
Prepare annual performance evaluations to be delivered timely.
Keep staff apprised of new contracts and program designs.
Identify and collaborate with Management in developing and implementing processes to increase efficiency and accuracy in a rapidly growing environment.
Handle customer escalations and leverage these as opportunities to develop these skills with team members.
Maintains organization knowledge management resources including but not limited to shared inboxes, SharePoint, work instructions, job aides and Customer Response Documents.
Administration of member cost share, processing payments, and refunds as needed.
Performs other duties as assigned.
Complies with all policies and standards.