Supervisor, Customer Service_OPS

Versant Health•Troy, NC

17h•Onsite

About The Position

Versant Health is one of the nation’s leading administrators of managed vision care, serving millions of our clients’ members nationwide. We are driven by our mission to help members enjoy the wonders of sight through healthy eyes and vision. The Customer Service Supervisor is responsible for overseeing the duties of the customer service staff as well as inspiring and leading the team members by example. They should be customer-centric, motivate staff to achieve business goals and provide feedback to the Customer Service Management team. The Customer Service Supervisor will also take escalated phone calls, direct processes, and coach Customer Service Associates for optimal efficiency in the Customer Service Department. The Customer Service Supervisor will work closely with various team members in the department to drive process improvement, increase quality, and ensure appropriate levels of training are achieved.

Requirements

High School Diploma or equivalent
Minimum Three (3) years of experience working in an inbound customer care or call center environment
Prior supervisory experience required
Proficiency in Microsoft Office
Excellent communication and written skills
Comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI)
Adhere to all data security guidelines established within the Company’s Privacy & Security Training Program

Nice To Haves

Bachelor’s degree in business or equivalent work experience preferred
Call center experience in a healthcare, insurance, and/or account management work environment preferred
Experience in the vision insurance industry is preferred

Responsibilities

Assist with the planning and implementation of call center strategy
Assist with hiring and onboarding new call center employees
Ensure a friendly and motivating work environment
Ensure adherence to company’s policies and procedures, including but not limited to schedule adherence and timecard maintenance.
Keep the management team informed of recurring issues and problems
Prepare client ready and departmental reports
Assist in the formulation of targets for individuals and teams
Answering questions from staff and providing guidance and feedback
Coach and develop Customer Service Associates
Provide recommendations for improvement to call flow, scripting, and training
Work in conjunction with the Quality Department to identify areas of development for CSA not meeting QA standards and those in need of coaching
Phone interaction with members, providers, and other external and internal constituents
Complete other duties as assigned that fall within the scope of delivery of good customer service
Other duties as assigned