Supervisor, MS Concierge

SCAN Health Insurance•California, MO

10d•Remote

About The Position

Through alignment of values and SCAN's member centric customer service philosophy, this position is responsible for managing Concierge Teams in the delivery of highly effective and efficient Member resolutions in pursuit of Member Satisfaction. You will Responsible for managing multiple Concierge Teams and their assigned PMG Groups. Responsible for maintaining business continuity through workforce management and contingency planning, including acting as back-up for Concierge staffing needs. Monitor and manage call volumes in order to effectively flex and adjust staffing needs in case of call surges. Provide oversight to ensure that customer service standards are achieved including response times, productivity, and call quality. Ensure department policies, procedures, and job aids are consistently followed. Responsible for analyzing data and trends received from Concierge in order to determine service gaps, if any, and deliver feedback to Concierge, Concierge and cross-functional internal departments. Participate in the interviewing, training, auditing, coaching and providing feedback to staff. Provide personal growth opportunities for Concierge team. Follow all appropriate Federal and State regulatory requirements and guidelines applicable to SCAN Health Plan operations, as documented in company policies and procedures. Follow all HIPAA requirements. Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; and participating in professional societies. Resolve escalated member issues and maintain contacts and relationships within SCAN and with our PMG partners. Supervises/Manages Others (i.e. hires, performance reviews, corrective action, etc.) All other duties as assigned. We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

Requirements

Bachelor's Degree or equivalent experience
4+ years of customer service experience in a high-volume call center and healthcare setting, required.
1+ years supervisory experience, required.
Basic skills to develop others
Basic problem-solving skills
Good communication and interpersonal skills
Ability to deal with ambiguity, while working cross-functionally and collaboratively across the organization; Seeks to build trust, respect and credibility with all partners through full, honest, consistent, and coordinated communication.
Ability to research, analyze and resolve member issues independently, while demonstrating compassion and responsiveness; Strong analytical and critical thinking skills, required.
Demonstrated time management and priority setting skills; ability to multi-task and manage the changing needs of the members; Strong organizational skills; Ability to multitask.
Ability to effectively present information and respond to questions from members, PMGs, peers and management; Strong interpersonal skills, including excellent written and verbal communication skills; The ability to speak using clear and professional language and answer telephone using appropriate etiquette.
Ability to work in a fast-paced environment with changing priorities, while maintaining a calm demeanor.
Technologically savvy and able to utilize information systems effectively; Ability to appropriately maintain confidentiality.

Nice To Haves

Experience supervising large teams, preferred.
1+ years of experience in MediCare or HMO setting, preferred.
Bilingual, preferred.

Responsibilities

Managing multiple Concierge Teams and their assigned PMG Groups.
Maintaining business continuity through workforce management and contingency planning, including acting as back-up for Concierge staffing needs.
Monitoring and managing call volumes to effectively flex and adjust staffing needs in case of call surges.
Providing oversight to ensure that customer service standards are achieved including response times, productivity, and call quality.
Ensuring department policies, procedures, and job aids are consistently followed.
Analyzing data and trends received from Concierge to determine service gaps and deliver feedback.
Participating in the interviewing, training, auditing, coaching and providing feedback to staff.
Providing personal growth opportunities for Concierge team.
Following all appropriate Federal and State regulatory requirements and guidelines applicable to SCAN Health Plan operations.
Following all HIPAA requirements.
Maintaining professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; and participating in professional societies.
Resolving escalated member issues and maintaining contacts and relationships within SCAN and with our PMG partners.
Supervising/Managing Others (i.e. hires, performance reviews, corrective action, etc.).
Performing all other duties as assigned.

Benefits

Base Pay Range: $ 58,200.00 - $84,143.00
An annual employee bonus program
Robust Wellness Program
Generous paid-time-off (PTO)- 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
Excellent 401(k) Retirement Saving Plan with employer match
Robust employee recognition program
Tuition reimbursement
A competitive compensation and benefits program
Excellent Retirement Savings program
A work-life balance