Supervisor, Escalation Response

Centene

5d•Remote

About The Position

You could be the one who changes everything for our 28 million members as a Customer Care professional at Centene. As a diversified, national organization, you'll have access to competitive benefits including a fresh perspective on workplace flexibility. Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Sponsorship and future sponsorship are not available for this opportunity, including employment-based visa types H-1B, L-1, O-1, H-1B1, F-1, J-1, OPT, or CPT. This position is primarily remote. However, location near Tampa Bay, Florida is preferred to be able to go into the office as needed. Position Purpose: Responds to complaints and escalations from members or providers and focuses on improving customer service and maintaining company integrity and profitability. Manages escalations, handling problem tickets, and providing feedback to upper management regarding member or provider issues. Oversees and provides support to the team that is responsible for complaint resolution Oversees and provides guidance across multiple departments to maintain relationships and enhance customer satisfaction Provides feedback and input towards team development to ensure teams have the skills and knowledge to handle complex customer issues Ensures the escalation response team adheres to all regulatory, internal compliances, and policies, and procedures Provides training and coaching to direct reports for process improvement within the escalation response team Evaluates job performances for the escalation response team and provides feedback regarding performance, goals, and career milestones Develops and provides training to staff on latest products/services offered at organization Informs management on issues and problems within the escalation response department Assists with onboarding, hiring, and training Escalation Response team employees Performs other duties as assigned Complies with all policies and standards

Requirements

Requires a Bachelor's degree and 4+ years of related experience.
Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.
Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future.
Sponsorship and future sponsorship are not available for this opportunity, including employment-based visa types H-1B, L-1, O-1, H-1B1, F-1, J-1, OPT, or CPT.

Responsibilities

Responds to complaints and escalations from members or providers and focuses on improving customer service and maintaining company integrity and profitability.
Manages escalations, handling problem tickets, and providing feedback to upper management regarding member or provider issues.
Oversees and provides support to the team that is responsible for complaint resolution
Oversees and provides guidance across multiple departments to maintain relationships and enhance customer satisfaction
Provides feedback and input towards team development to ensure teams have the skills and knowledge to handle complex customer issues
Ensures the escalation response team adheres to all regulatory, internal compliances, and policies, and procedures
Provides training and coaching to direct reports for process improvement within the escalation response team
Evaluates job performances for the escalation response team and provides feedback regarding performance, goals, and career milestones
Develops and provides training to staff on latest products/services offered at organization
Informs management on issues and problems within the escalation response department
Assists with onboarding, hiring, and training Escalation Response team employees
Performs other duties as assigned
Complies with all policies and standards