Supervisor Customer Service

Arkansas Blue Cross•Little Rock, AR

About The Position

The Supervisor Customer Service develops and maintains a staff of Customer Service Representatives and ensures customer inquiries are handled efficiently, accurately, professionally and in a timely manner through correspondence, email, telephone and in-person.

Requirements

Bachelor's degree in related field. In lieu of degree, five (5) years’ experience as a Level III Customer Service Representative OR specialized customer service experience in a hospital business office, medical provider's office or other health insurance company functioning in a lead role will be considered.
Minimum five (5) years' specialized customer service experience preferably with Arkansas Blue Cross Blue Shield plans OR applicable Masters in related field with minimum three (3) years' experience as stated above.
Minimum one (1) year experience utilizing Microsoft Word, Power Point, and Excel.
Demonstrated success as an individual contributor in current or related operational/functional area.
Exhibits ability to coach and train others; possesses organizational and planning skills.
May have team leader experience.
Presentation
Oral & Written Communications
Critical Thinking
Leadership
Problem Solving
Conflict Resolution
Organizational
Interpersonal
Project Management
Time Management Skills
Analyze Information
Coaching Others
Conflict Resolution
Continued Learning
Customer Service
Decision Making
Employee Engagement Strategies
Evaluating Information
External Collaboration
Interpersonal Communication
Interpersonal Relationships
Management Techniques
Oral Communications
Personal Organization
Service Oriented
Sound Judgment
Team Collaboration
Team Development
Time Management
Written Communication

Responsibilities

Accurately analyzes current section performance and staffing needs based on historical data and projected volumes.
Achieves and maintains divisional EEO/Affirmative Action goals.
Analyzes data obtained from inquiries to determine trends, problem areas, and ways to improve the Plan and report to management.
Corporate Affirmative Action Plan and company policies.
Creates a solid working relationship with all groups by working directly with the group contacts as needed to resolve issues.
Ensures a competent, accountable and motivated staff.
Ensures timely, accurate and courteous response to all inquiries.
Maintains National Performance Standards and Plan Objectives for Quality Control.
Performs other duties as assigned.
Stays informed of all changes in benefits, regulations and guidelines.
Supervises the hiring, coaching/training, employee development and performance management of assigned team.