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Supervisor, Customer Service (Albany - Onsite))

Supervisor, Customer Service (Albany - Onsite))

EmblemHealthAlbany, NY, United States
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Summary of Position

  • Manage the day-to-day responsibilities of telephone performance, coaching / counseling the customer service team, and inventories of offline work including eCorrespondence, social media, and HIPAA / Privacy form updates.
  • Responsible for systemic testing related to updates to the CRM and the website portal; assist in training initiatives.
  • Drive weekly meetings with call center management of other call centers and regularly attends configuration / grooming sessions for new systems and software.
  • Provide recommendations for process improvements.

Principal Accountabilities

  • Manage staff production and performance in order to meet corporate performance goals.
  • Provide ongoing coaching and feedback to staff.
  • Provide staff with appropriate resolution technique for sensitive calls, especially of a high priority nature.
  • Serve as point / escalation person to answer the most complex telephone inquiries.
  • Identify and coordinate staff training needs to ensure uniform, professional responses.
  • Plan and organize the daily operation of the Service Department, including the processing of payroll for staff.
  • Monitor and review attendance of staff to ensure proper levels of coverage.
  • Analyze and trend inquiry types to identify process improvement opportunities, including development of educational material for staff.
  • Monitor and optimize inventory levels of eCorrespondence, social media and HIPAA form updates to ensure timely resolution.
  • Regular attendance is an essential function of the job.
  • Perform other duties as assigned or required.

    • Qualifications

  • Bachelor's degree; additional years of related experience / specialized training may be considered in lieu of educational requirements required
  • 3 - 5 years of relevant, professional work experience required
  • 3+ years of customer service experience, preferably in operations or in a call center environment required
  • 3+ years of claims related experience required
  • Proficient with MS Office (Word, Excel, PowerPoint, Outlook, Teams, SharePoint, etc.) required
  • Strong communication skills (verbal, written, presentation, interpersonal) with all types / levels of audience required
  • 2+ years of supervisory experience in a customer service or health care environment preferred
  • Extensive knowledge of insurance contracts, medical, hospital and dental procedures preferred

    • Additional Information

    Requisition ID : 1000002610

    Hiring Range : $56,160-$99,360

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