Supervisor, Member Relations - JHP

Member Relations Supervisor

Ensure efficient operation of the Member Relations department through rigorous evaluation of staff performancereview staff members' application of established quality measures and department service procedures. Report on service and quality trends and assist in identifying department procedures that require updating. Provide support to Management with staff evaluations, meeting attendance, general call center workflow, direction to staff as it relates to Operating Guidelines, and proper documentation of quality and performance issues. Serve as a department resource for Information systems evaluation and upgrades. This role requires mastering and demonstrating skills and concepts within the call center across multiple businesses (enrollment, appeals, and grievances, pharmacy, provider, claims, billing, marketing, etc.).

Primary Responsibilities :

Meet monthly key contact center performance goals for customer satisfaction, quality, productivity, and critical performance metrics.

Monitor and evaluate monthly agent performance, including call / email and after-work monitoring (using call recording and quality assurance applications), review productivity and attendance reports, and coach staff members to improve performance.

Conduct formal agent performance reviews, including annual goal-setting / performance development plan, mid-year performance review, and final year-end performance review. Assist agents with career development.

Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.

Address challenging customers and issues that require escalation outside of the department.

Report, analyze, and resolve system, customer, and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience.

Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QA specialists, Marketing, and other company areas to facilitate problem-solving.

Stay informed of all new processes and services.

Support and promote all company and departmental service and quality initiatives.

Interview and hire prospective agents

Assist in administering team attendance records, salary plans, vacation and staffing schedules, and forecasts.

Build and maintain a positive working environment that attracts and retains high-quality staff.

Be visible to agents. Supervisors should walk around periodically to perform live monitoring of agents, compliment agents for on-the-spot performance, and assist agents struggling with calls.

Plan and manage a range of non-phone activities for agents, including workshops, call center cross-training, eLearning courses, knowledge reinforcement, and brainstorming sessions.

Other duties as assigned

Key Job Requirements :

Education : Associates degree or equivalent from a 2-year College or University OR 1-2 years of experience and / or training or equivalent combination of education and experience 5-7 years progressive managed care experience. Call center experience in a supervisory / lead role preferred.

Skills / Abilities :

Excellent written and verbal communications skills.

Bilingual is a plus, but not necessary.

Ability to work independent of direct supervision, but also must be able to work within a Team.

Proficiency in Departmental Information Systems including DPW, Member Health Information System, and Pharmacy Systems.