Supervisor of Customer Service

Colorado Access•Denver, CO

12d•$72,500 - $76,000•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 company focuses on enhancing quality, member experience, outcomes, and cost. It is a mission-driven organization founded on a vision, supported by values, and committed to diversity, equity, and inclusion. Colorado Access offers a hybrid work environment, PTO, floating holidays, company-paid holidays, an Employee Assistance Program, and a 401K. Employees contribute to serving underserved and vulnerable populations through access to quality and affordable healthcare. The company supports professional 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 preferred, or equivalent combination of experience and education with a preference for four years progressive relevant work experience.
Three years of experience in healthcare or a call center environment.
Supervisory experience is preferred.
Knowledge of healthcare and strong understanding of Colorado Medicaid and managed care preferred.
Excellent written and verbal communication skills.
Customer service skills.
Ability to work independently.
Demonstrates support for the company’s mission, vision, and values.
Strong time management skills.
Strong interpersonal skills.
Strong working knowledge of database and spreadsheet programs, particularly Access.
Ability to manage multiple priorities and projects with tight deadlines.
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

Bachelor's degree in Business, Healthcare Management
Four years progressive relevant work experience
Supervisory experience
Knowledge of healthcare
Strong understanding of Colorado Medicaid and managed care

Responsibilities

Manages day-to-day activities of the call center, monitors call flow, and makes adjustments 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, recommending solutions impacting call volume, training opportunities, and case resolution.
Establishes, monitors, and adjusts call center work schedules to meet department needs.
Serves as the primary contact for Customer Service Representatives, managing and providing guidance on complex 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, delivering performance evaluations, and taking disciplinary actions as necessary, maintaining written documentation.
Assists in the 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, tracking, monitoring, and reporting individual and team performance.
Manages Member Grievance processes, ensuring thorough investigation, timely resolution, and compliance with regulatory and contractual requirements.
Maintains Member Grievance notices, monitors grievance trends and risk factors, and reports them to management and relevant departments.
Oversees language interpretation services, arranging, coordinating, and approving interpreter service requests, and reconciling invoices.
Tracks and projects interpreter service usage for the annual budget process.
Interacts with internal and external personnel to develop and maintain effective communication for resolving customer service issues and inquiries.