Operations Supervisor, CSC PAC Patient Advocates

Overview

This position supervises a team of non-exempt associates within assigned unit in Operations. Monitors performance and productivity of individuals and the team and takes appropriate action to ensure department goals are met including, but not limited to regular scheduled and just-in-time coaching, recommending re-training, performance management and mentoring associates. Manages payer, provider and patient complaint resolution. Consistently identifies areas of opportunity/process improvement within department and recommends solutions as necessary.

Responsibilities

In this Job you will:

  • Work with team leads to ensure service level metrics are achieved through regular scheduled and just-in-time coaching.
  • Support management in driving strategic direction at the lead and staff level
  • Support leads on escalated interactions, 2nd point of contact
  • Work with team leads and staff employees to drive efficient call volume activity and management through communication with the Workforce Management Team and call queue monitoring
  • Support cross-functional process improvement efforts
  • Keep abreast of technological and industry developments
  • Processing of all direct reports timecards and ensuring all associates are completed
  • Reward and recognize associates monthly for performance above and beyond expectations
  • Perform interviews for new hires and tracking for all requisitions at the lead associate and associate level
  • Reviews and adheres to all Company policies and procedures and the Employee Handbook
  • Other duties as assigned

Qualifications

This is the job for you if you have:

  • Associate's Degree or the equivalent work experience plus a minimum of one years of experience in a lead/supervisory role required.
  • Demonstrated success in leading others.
  • A minimum of 2 years of experience in contact center operations or customer service center, in the medical, insurance or healthcare field is also required.
  • Knowledge of Excel, Word and Outlook is also required

What we offer:

  • Full range of benefits including Health, Dental and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match
  • Generous PTO, 401K Savings Plan, Paid Parental Leave, free on-demand Virtual Fitness Training and more
  • Advancement Opportunities, professional skills training, and tuition /exam reimbursement
  • PayActiv - access earned income in between pay checks
  • Walgreens Discount - receive up to 25% off eligible items
  • Great culture with a sense of community

CareCentrix maintains a drug-free workplace

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We are an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law.

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