Supervisor - Success & Investigative Services

Modivcare•Oklahoma City, OK

20h•Onsite

About The Position

Modivcare is looking for an experienced Supervisor - Success & Investigative Services to join our team. This position is responsible for overseeing the Success & Investigative Services team and establishing positive and effective working relationships with customers, providers, and agencies to deliver superior customer service and reduce complaints and grievances. This role identifies training and process improvement opportunities based on quality monitoring results, tracks complaints by category, and develops action plans to address recurring issues. This role monitors complaints and develops immediate and effective strategies to reduce the highest complaint categories. It identifies training gaps and opportunities by analyzing call monitoring results, assists with Call Quality calibration meetings and the appeal process, and oversees call quality and complaint processes and handles escalated calls. The role supports the team with overflow complaints, tasks, and problem-solving as needed, implements departmental instructions and policies, resolves staff concerns, and serves as a liaison to other departments. It collaborates closely with other workstream leaders to streamline processes and improve the member experience. The role measures and manages team performance to meet or exceed performance and contractual targets and addresses performance gaps when individuals are not meeting expectations. It drives continuous improvement of the member experience by investigating and addressing root causes in ways that benefit both members and the business. The role uses critical thinking skills to identify and resolve issues and implement best practices. It communicates information to team members in a timely, relevant, and accurate manner. It determines appropriate staffing and resources to achieve goals and objectives. The role coaches employees on performance gaps, career development opportunities, and strategies. It mentors and coaches employees on human resources processes, including onboarding, performance management, employee relations, compensation, and rewards. It recognizes others’ contributions and shares credit for success. It drives employee satisfaction and retention by developing programs and initiatives that support high employee satisfaction. The role prepares and manages assigned budgets, analyzes variances, and initiates corrective actions to maximize operational performance. May lead projects and perform other duties as assigned.

Requirements

Bachelor’s Degree required.
Four (4) plus years of experience, including a minimum of one (1) to three (3) years of related call center and/or clinical leadership experience.
Up to one (1) plus years of leadership responsibility.
Experience coaching team members to improve performance.
Self-motivation and the ability to work independently and collaboratively with teams.
Ability to engage team members and respect them as individuals.
Process improvement skills and experience.
Energetic approach to work with a positive attitude.
Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
Excellent verbal and written communication skills.
Ability to effectively manage multiple tasks simultaneously.

Nice To Haves

Or equivalent combination of education and/or experience.

Responsibilities

Oversee the Success & Investigative Services team.
Establish positive and effective working relationships with customers, providers, and agencies to deliver superior customer service and reduce complaints and grievances.
Identify training and process improvement opportunities based on quality monitoring results.
Track complaints by category and develop action plans to address recurring issues.
Monitor complaints and develop immediate and effective strategies to reduce the highest complaint categories.
Identify training gaps and opportunities by analyzing call monitoring results.
Assist with Call Quality calibration meetings and the appeal process.
Oversee call quality and complaint processes and handle escalated calls.
Support the team with overflow complaints, tasks, and problem-solving as needed.
Implement departmental instructions and policies, resolve staff concerns, and serve as a liaison to other departments.
Collaborate closely with other workstream leaders to streamline processes and improve the member experience.
Measure and manage team performance to meet or exceed performance and contractual targets and address performance gaps when individuals are not meeting expectations.
Drive continuous improvement of the member experience by investigating and addressing root causes in ways that benefit both members and the business.
Use critical thinking skills to identify and resolve issues and implement best practices.
Communicate information to team members in a timely, relevant, and accurate manner.
Determine appropriate staffing and resources to achieve goals and objectives.
Coach employees on performance gaps, career development opportunities, and strategies.
Mentor and coach employees on human resources processes, including onboarding, performance management, employee relations, compensation, and rewards.
Recognize others’ contributions and share credit for success.
Drive employee satisfaction and retention by developing programs and initiatives that support high employee satisfaction.
Prepare and manage assigned budgets, analyze variances, and initiate corrective actions to maximize operational performance.
May lead projects and perform other duties as assigned.

Benefits

Medical, Dental, and Vision insurance
Employer Paid Basic Life Insurance and AD&D
Voluntary Life Insurance (Employee/Spouse/Child)
Health Care and Dependent Care Flexible Spending Accounts
Pre-Tax and Post --Tax Commuter and Parking Benefits
401(k) Retirement Savings Plan with Company Match
Paid Time Off
Paid Parental Leave
Short-Term and Long-Term Disability
Tuition Reimbursement
Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)