Supervisor of Customer Service

Colorado Access•Denver, CO

11d•Hybrid

About The Position

Colorado Access is a Colorado-based company dedicated to improving the health of the state by serving individuals, families, and children who receive healthcare through Child Health Plan Plus (CHP+) and Health First Colorado (Colorado's Medicaid Program). The organization focuses on enhancing quality, member experience, outcomes, and cost. It is a mission-driven organization with a vision, values, and a commitment to diversity, equity, and inclusion. The company offers work-life balance through PTO, floating holidays, paid holidays, a hybrid work environment, an Employee Assistance Program, and a 401K. Employees contribute to serving underserved and vulnerable populations by providing access to quality, affordable healthcare, making a tangible impact on the community. Colorado Access supports employee development through tuition reimbursement, leadership training, promotion opportunities, performance evaluations, employee recognition, and a language pay stipend.

Requirements

Bachelor's degree in Business, Healthcare Management is preferred.
Equivalent combination of experience and/or education may substitute with a preference for four years progressive relevant work experience.
Three years’ experience in healthcare or a call center environment.
Knowledge of healthcare and strong understanding of Colorado Medicaid and managed care preferred.
Must have excellent written and verbal communication skills, customer service skills, ability to work independently.
Demonstrates support for the company’s mission, vision and values.
Must have strong time management skills, strong interpersonal skills and a strong working knowledge of database and spreadsheet programs, particularly Access.
May be required to manage multiple priorities and projects with tight deadlines.
Requires the ability to use complex processes and procedures to facilitate quality outcomes and/or resolutions.
A valid driver's license and proof of current auto insurance will be required for any position requiring driving.

Nice To Haves

Supervisory experience is preferred.

Responsibilities

Manages day-to-day activities of the call center.
Monitors call flow and make adjustments as necessary to ensure call metrics are met.
Recommends and manages improvements to automate processes, improve customer satisfaction, and decrease costs.
Ensures call metrics and service level agreements are met in coordination with the Manager of Customer Service.
Identifies and reports problems and trends and recommends solutions which impact call volume, training opportunities, and case resolution.
Establishes, monitors, and adjusts call center work schedules to meet the needs of the Customer Service department.
Serves as primary contact for Customer Service Representatives.
Manages and provides guidance on complex and urgent customer inquiries regarding eligibility, pharmacy, benefits, claims, and other relevant topics.
Provides leadership and direction to Customer Service Representatives including career development, coaching, and mentoring.
Responsible for tracking performance of direct reports, and the delivery of performance evaluations and disciplinary actions, including but not limited to written warnings, as necessary.
Maintains written documentation of performance, including a chronology log or other documentation tools.
Assists in development of call center policies and procedures, department standards for quality, customer service and performance.
Responsible for staff performance and compliance with departmental standards, policies and procedures.
Tracks, monitors and reports individual and team performance.
Manages Member Grievance processes.
Ensures grievances are thoroughly investigated, resolved timely, and in accordance with regulatory and contractual requirements, and meets compliance expectations.
Maintains Member Grievance notices and monitors grievance trends and risk factors and reports these to the department manager, product line leadership, Compliance, Quality and others as necessary.
Oversees the language interpretation services.
Responsible for arranging, coordinating, and approving language interpreter service requests for members of all programs over the phone and at accepted physical locations.
Coordinates the reconciliation of all language interpretation services invoices.
Tracks and projects interpreter service usage to assist with the annual budget process.
Interacts with internal and external personnel to develop and maintain effective communication to resolve issues and inquiries related to customer service.

Benefits

PTO
floating holidays
nine company paid holidays
Employee Assistance Program
401K
tuition reimbursement
leadership training
promotion opportunities
performance evaluations
employee recognition
language pay stipend
Medical, dental, vision insurance that starts the first day of the month following start date.
Supplemental insurance such as critical illness and accidental injury.
Health care and dependent care flexible spending account options.
Employer-paid basic life insurance and AD&D (employee, spouse and dependent).
Short-term and long-term disability coverage.
Voluntary life insurance (employee, spouse, dependent).
Paid time off
Retirement plan
Annual bonus program (based on eligibility, requirements and performance).