Supervisor, Contact Center

Careforth•Miami, FL

18h•Remote

About The Position

The Supervisor, Contact Center will report to the Manager, Contact Center and will supervise and support a team within the Contact Center, a centralized operational department responsible for managing telephonic and virtual referrals for all Careforth programs. This individual will supervise a team responsible for the initial and ongoing enrollment of care recipients and caregivers into Careforth Programs. This broad function includes customer service, eligibility verification, credentialing, information and referral services, data integrity, and other support services.

Requirements

3+ years of experience as a call center supervisor or similar supervisory position
Excellent problem solving, leadership, organizational, communication, and customer service skills
Tech savvy with knowledge of phone systems (e.g. inContact, Five9, etc.) and CRMs (e.g. Salesforce)
Ability to lead, coach, train, and mentor others and evaluate their performance
Working knowledge of Medicaid and related program/regulatory requirements
Ability to remain calm and courteous under pressure and navigate challenging situations
Proficiency with Microsoft Office and ability to learn new technology

Nice To Haves

5+ years of experience with human services or healthcare for elderly and disabled clients preferred
Sales or consultative selling experience preferred

Responsibilities

Supervise a team of Contact Center Representatives to ensure eligibility of leads and referrals through review and documentation of demographic, clinical, and financial criteria
Coach, mentor, and develop staff to ensure departmental goals are met
Ensure adequate staffing and coverage is available to meet service level agreements; provide backup support as needed
Ensure contact center metrics are being met using phone system and Salesforce reporting tools
Provide callers with Careforth program information specific to their state of residence in accordance with state regulations and company policies
Serve as subject matter expert on referral requirements and process
Work proactively with the Careforth case management teams and applicable stakeholders regarding all referrals to maintain ongoing, positive working relationships
Collaborate with department leaders and manager to ensure that training materials and processes are effective and up to date; identify additional training needs or gaps as needed
Monitor, analyze, and report on key performance indicators (KPIs) within the Contact Center
Perform other duties as assigned