Job Order ID :
# of Positions :
Minimum Education Level :
High School Diploma/GED
Experience Required :
Full Time Regular
Hours per week:
-Supervises a team of Customer Service Representatives and Team Leads.
-Responsible for knowing the intricacies of all contracts and complying with contract standards.
-Coordinates customers service needs within assigned team as required to ensure customer service. Refers complaints of service or process failure to Manager.
-Responsible for tracking CSR performance and specific follow-up training.
-Conducts training with team members and ensures up-to-date information is provided to each member.
-Communicates with Clinical Coordinators and Providers by phone to ensure prompt and courteous service for all questions regarding product and service.
-Investigates complaints and corrects errors, following customer and company procedures.
-Initiate disciplinary actions concerning team members, i.e., verbal warnings, records of discussion, and formal disciplinary documentation. Forwards information to Manager for the completion of action.
-Other duties as assigned.
-Participates in the HealthHelp Quality Management Program as required
-Adheres to all HIPAA, state and federal regulations pertaining to the clinical programs
-Adheres to both URAC & NCQA standards pertinent to their job description
-High school graduate required.
-4 year College degree preferred.
-Minimum 1 year Healthcare experience preferred.
-Minimum 1 years in Clinical Contact Center environment preferred .
-Minimum 1 year supervisory experience preferred.
-Ability to supervise a large staff.
-Self-starter who works independently utilizing all available resources, policies and procedures.
-Computer literate with analytical problem solving skills.
-Knowledge of medical terminology and anatomy.
-Managed care telephone referral experience preferred.
-Bi-lingual, preferred but mot required.
-Excellent oral and written communication skills.