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Supervisor, Customer Service (Apple Health Foster Care)
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Tacoma, Washington |
About this job
Position Purpose: Supervise assigned customer service function at the health plan to meet overall business goals and objectives
* Ensure the team meets its goals and objectives through effective hiring, performance management, coaching and career development
* Act as the Complaints Coordinator; ensuring all complaints are resolved and responded to appropriate parties
* Develop, implement and maintain materials and programs ensuring production and quality standards are met
* Hire, motivate, coach, counsel, and supervise the daily functions of the provider services staff
* Educate members regarding plan benefits as appropriate and refer members to Connections Representatives
* Evaluate and audit performance and identify and implement improvement opportunities to increase overall productivity and effectiveness
* Ensure plan pends are completed
* Review and respond to complex issues and questions
* Ensure processes are compliant with contractual agreements and State and Federal regulations
* Analyze and advise management of personnel, work-flow issues and trends and recommend resolutions
* Audit daily phone log reports and access the need for changes
Education/Experience: Bachelor's degree in healthcare, business or a related field or equivalent experience. 2 years of customer service/call center experience, preferably in a healthcare or insurance environment. At least one year of experience as a supervisor or lead preferred.
* Ensure the team meets its goals and objectives through effective hiring, performance management, coaching and career development
* Act as the Complaints Coordinator; ensuring all complaints are resolved and responded to appropriate parties
* Develop, implement and maintain materials and programs ensuring production and quality standards are met
* Hire, motivate, coach, counsel, and supervise the daily functions of the provider services staff
* Educate members regarding plan benefits as appropriate and refer members to Connections Representatives
* Evaluate and audit performance and identify and implement improvement opportunities to increase overall productivity and effectiveness
* Ensure plan pends are completed
* Review and respond to complex issues and questions
* Ensure processes are compliant with contractual agreements and State and Federal regulations
* Analyze and advise management of personnel, work-flow issues and trends and recommend resolutions
* Audit daily phone log reports and access the need for changes
Education/Experience: Bachelor's degree in healthcare, business or a related field or equivalent experience. 2 years of customer service/call center experience, preferably in a healthcare or insurance environment. At least one year of experience as a supervisor or lead preferred.
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