Healthcare Call Center Senior Supervisor

Job Description

Job Description

OVERVIEW :

Established in 1957, UFCW and Employers Trust, LLC, also known as the Trust Fund Office, is one of the top 500 largest retirement funds (managing over $4.

2 billion in assets) in the USA. We administer health plans and pension benefits for over 230,000 participants at 116 employers throughout Northern California and Hawaii.

We serve the grocery food market and retail pharmacy industry consisting of essential workers from employers like Safeway, Save Mart, and Raley’s.

The Trust Fund Office administers several multiemployer plans; an employee benefit plan maintained under multiple collective bargaining agreements.

Our Taft Hartley plans are governed by strong Boards of Directors consisting of Union and Employer industry leaders (as Trustees) with a fiduciary focus and care for our Membership and their families.

Our mission is to provide exceptional benefit administration to those we serve : our Members, Dependents, Local Unions, Employers, and Service Providers.

WHAT WE ARE LOOKING FOR IN AN IDEAL CANDIDATE :

• Leader, Energetic, dependable, detail oriented, strong work ethic, results driven and high Emotional Intelligence
• Call center experience
• Associate’s degree from an accredited college or university
• Position is onsite in Concord, CA. (East Bay)

WE OFFER :

• Full benefits package (medical : Kaiser or Blue Shield, dental, vision, life insurance, death benefit, member assistance program) with no premiums for employee and low premiums for dependents
• 401(k) match and individual consulting with pension consultant
• Defined Benefit Pension Plan
• Generous Vacation (starting at 3 weeks up to 6 weeks) and Sick Time
• Generous Holidays (11.5 paid days per year)
• On-site free gym in Concord
• Complimentary coffee services everyday
• Our Concord location includes free parking, and is conveniently located in the central east bay, beside the I-680 freeway and accessible to BART.

The adjacent Veranda Shopping Center (www.shopetheveranda.com) is within walking distance and has a variety of restaurants, retail, shopping, and events.

At UFCW & Employers Trust we pride ourselves on a culture of recognition, kindness, and authenticity. Our purpose is to provide exceptional benefit administration to those we serve while focusing on core values like Trust, Teamwork, Empathy and Innovation.

We are a team of inclusive, hardworking, emotionally intelligent, and humble individuals who deliver results. If you are looking for an excellent opportunity in a dynamic work environment, with a first-class benefits package, and opportunities to grow professionally in your HR expertise, UFCW & Employers Trust wants to hear from you! We are currently seeking a Health and Welfare Member Services Senior Supervisor professional to join our winning team.

JOB SUMMARY

In conjunction with the Health and Welfare Assistant Manager , the Health and Welfare Member Services Senior Supervisor is responsible for day to day supervision of Member Services within the Health & Welfare Department :

Member Services : A phone unit responsible for answering Health & Welfare benefits questions for active members, retirees, and providers.

The Health and Welfare Member Services Senior Supervisor will ensure that the daily work distribution of each unit. This includes but is not limited to daily review of performance metrics for each area and timely communication of improvement needed with specified staff, identifying areas of business process improvement and possible solutions, to include reviewing and ensuring accuracy of timecards before approving and adherence to with collective bargaining provisions, and appraisal documentation on a daily basis.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Supervises call center leads, call center, and front desk representatives.
• Holds 1 : 1 bi-weekly meetings with their staff, bi-weekly training for their staff, bi-weekly lead meetings, and monthly cross functional lead meetings.
• Ensures all staff within the department support and uphold the organizations Core Values; Trust, Integrity, Respect, Teamwork, Empathy, Commitment, Financial Prudence, and Innovation and embodies the virtues of The Ideal Team Player Hungry, Humble, and Smart.
• Daily supervision of customer call center staff : reporting of call center metrics, fulfillment of individual member requests, management and timely responses to inbox submission, scripted and timely responses to website e-mail inquiries, updating of training materials, implementation of new processes or procedures in support of business needs, and development of call scripts as directed.
• Tracks and updates daily individual and department Member Service processing statistics to manage quality assurance, employee performance, and work distribution.
• Performs quality monitoring of telephone conversations and call audit reviews. Provides feedback, and coaching to staff as needed.
• Performs quality monitoring of telephone conversations, system notes, letters, and quantity of calls taken to ensure department performance, quality and member goals are met.
• Recommends improvements to policies, standard operating procedures, and workflows to meet department performance, quality and member goals, and implements as directed.
• Supervises staff and provides them with performance feedback, guidance, coaching, training, motivation, performance appraisals, and progressive discipline when warranted.
• Enforce organization policies, Collectively Bargained Agreements, State Law, and Federal Law in managing non-exempt collectively bargained employees.
• Reviews and codes timecards to ensure they are completed timely, accurately, in accordance with office policies, Collectively Bargained Agreements, State Law, and Federal Law for non-exempt collectively bargained employees.
• Participates in the phone interview process for the hiring process, new employee orientation and training, ensures the timely development of performance appraisal, communicates job expectations, enforces policies and procedures, coaching, and administers discipline.
• Communicates department level quality assurance and improvement goals as well as individual adjustor quality improvement goals and expectations.
• Participates in data validation, coordinate and participates in the testing of upgrades and enhancements of the enterprise system software.

Participates in creating testing scenarios to ensure upgraded programming matches Summary Plan Description language. Review of system upgrades or annual system workflows for efficiencies and quality.

• Coordinates and communicates with vendors to troubleshoot and resolve member issues.
• Coordinates staffing and work assignments with other Supervisors as necessary.
• Responds to elevated calls from members, providers, and union representatives. Responds to and resolves more complex or sensitive complaints / issues.

May assign call back to staff for research and follow up or elevate call to Health & Welfare Member Services Manager if necessary.

Oversees follow up process until all inquiries / issues are resolved.

• Directs staff how to resolve routine and non-routine Member Service issues.
• Clearly communicates changes in policy and procedure that affect members, including preparing memos, emails, presentations, and other communication to address global Member Service policies, procedures, and / or changes to such policies and procedures.
• Assists in development of tools to assist staff in efficiently providing quality service to our members.
• Trains staff on completing and processing paperwork. Provides additional training and support to staff as needed; individually and in group sessions.
• Audits work completed by staff for accuracy, quality, and timely completion.
• Monitors the open enrollment and special enrollment reports to ensure eligibility information is accurate. Reconciles discrepancies or assigns and supervises staff to reconcile discrepancies.
• Participates in open enrollment planning meetings.
• Reviews member communications and assists with testing online products to ensure the information is easy to understand and complies with the appropriate laws, regulations and Member Service requirements.
• Participate in company member education fairs.
• Participate in project development and implementation.
• Responsible for keeping inventory of office and coffee supplies ensuring the office has needed supplies at all times.

MINIMUM JOB REQUIREMENTS

• Associate’s degree in a related field and 3 years of related experience, including supervisory experience.
• A combination of appropriate education and experience may be substituted for the minimum education and experience requirements.

PREFERRED QUALIFICATIONS

Experience in a collectively bargained environment.

KNOWLEDGE, SKILLS AND ABILITIES REQUIREMENTS

• Excellent written and verbal communication skills necessary to develop and maintain effective and appropriate working relationships with co-workers and external vendors.
• Skill in assigning, prioritizing, monitoring, and reviewing work assignments.
• Ability to work effectively in a team environment.
• Ability to handle confidential information with discretion and tact.
• Ability to prioritize and work independently on projects with minimal supervision.
• Ability to detect errors, determine causes, and make corrections as appropriate.
• Ability to successfully resolve issues in a timely manner.
• Proficiency in the use of (or ability to learn) personal computer software or systems applicable to the essential functions of the job, which may include any or all of the following : email / calendar software, internet / intranet browsers, word processing, spreadsheets, database software, and various systems or software used by office.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed in a standard office environment with possible minor inconveniences due to occasional noise, crowded working conditions, and / or minor heating, cooling, or ventilation problems.

While performing the duties of this job, the employee is required to :

• Sit (regularly)
• Stand or walk (occasionally)
• Talk or hear (regularly)
• Use hands to finger, handle or feel (regularly)
• Reach with hands and arms (regularly)

Vision abilities required by this job include close vision and the ability to adjust focus. The employee is regularly required to lift and / or move up to 10 pounds and may occasionally be required to lift and / or move up to 30 pounds (such as a box of paper).

This position is subject to a pre-employment negative drug screen and satisfactory completion of a background check and reference checks.

Salary Range : $90,000-$118,000 per year.