Supervisor Customer Service - HDQC

POSITION PURPOSE -

Oversees the daily work processes for the Customer Service Representative to ensure the quality and effectiveness of the Customer Service Unit.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES -

Leads and oversees the day-to-day operation of unit staff, determining that all assigned cases are managed in a timely and service oriented manner, including the development and use of an effective process audit tool. Establishes and monitors case loads, based on individual staff member experience and ability Communicates critical information to all parties Provides regular educational programs and mentors individual staff as needed to provide continued improvement in placement outcomes. Coaches, counsels, and grows employees. Creates and regularly updates a modified duty job bank which is representative of the types of restrictions most frequently seen and distributes to the Customer Service Representatives and stores to facilitate a successful placement process Addresses Customer Service Representatives concerns regarding adjusters or managed care nurses to the Workers'Compensation Manager. Refers unresolved issues to the Workers'Compensation Claim Manager. Maintains a limited case load of assigned files to manage for the return to work process. Completes additional tasks and special projects as assigned. Selects, develops, and motivates assigned staff.

NATURE AND SCOPE -

Typically reports to a Manager Direct and indirect reports typically include 7 support associates. Typically requires highly developed interpersonal skills for dealing with sensitive or controversial situations. Typically procedures for analyzing situations and making conclusions are very diverse. Typically considers among a few options and past practice when solving problems. Typically progress or results of work is periodically checked. Has some leeway to change work procedures.

ENVIRONMENTAL JOB REQUIREMENTS -

Must meet reasonable deadlines, quotas or demands for accuracy and/or may be involved in some mildly difficult situations.MINIMUM QUALIFICATIONS -

EDUCATION REQUIRED -

The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

YEARS OF RELEVANT WORK EXPERIENCE - 2

PHYSICAL JOB REQUIREMENTS -

Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

ADDITIONAL QUALIFICATIONS -

PREFERRED QUALIFICATIONS -

An associate's degree is preferred. One to two years supervisory experience in the claims industry, including knowledge of claim management practices and some multi-jurisdictional experience.

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES -

A general knowledge of the laws, acts, regulation, and systems governing workers'compensation and liability Ability to lead customer service unit claim management and customer service problem solving efforts, bringing them to resolution. Exhibits peer sensitivity. Strong interpersonal skills to coach and train CSR staff in working cooperatively with all participants. Effective oral, written, and listening communication skills to facilitate sharing of critical claim information and CSR Unit process strategy. Experience in total quality management (TQM) methodology to facilitate a successful claim cost containment program. Strong analytical and critical thinking abilities to make timely decisions while functioning in a fast paced changing work environment. Flexibility for meeting multiple demands and success in utilizing an effective time management planning process. Ability to treat all customers and associates in a consistent and fair manner and set an example for ethical and responsible behavior.