Customer Service Supervisor

Fast Switch

Customer Service Supervisor

Customer Service Supervisor #426394
Description:
  • Supervise, develop, coordinate and control all workflow activities in the Customer Service Department (which includes phone monitoring, scheduling staff & adjudicating the phone queue assignment schedule, based on trends to maximize the efficiency of the call center productivity).
  • Ensure compliance with the Centers for Medicare & Medicaid Services (CMS) and other regulatory agency guidelines, such as NCQA.
  • Determine and create training materials, policies, procedures and required telephone scripts related to customer servicing.
  • Maintain quality control within Customer Service based on live monitoring of calls, member feedback via letters, phone, e-mail via HAP’s website, member survey cards, and quality audits performed by the department Quality Auditors.
  • Evaluate employee performance, initiate appropriate coaching and developing and implement disciplinary action within area of responsibility.
  • Develop the Call Center Statistical Analysis Reports on a daily/monthly/annual basis, including developing all associated written policies and procedures.
  • Focus on continuous improvement that will improve the customer experience.
  • Interface with the Client Services Correspondence and Grievance sections to be involved in the integral part of resolution for member complaints/grievances received by HAP.
  • Develop processes/measures that will ensure staff receives continuing education on most current benefits, products, policies, procedures, systems tools, in cooperation with the departmental Training Specialist.
  • Assist and/or handle member complaints received through the President’s Office, Board of Directors, Media, Insurance Bureau, or the Department of Public Health ensuring a focus of customer satisfaction in complaint resolution.
  • Coordinate with Marketing, Membership & Billing, Pharmacy, and Finance Divisions in the resolutions of service related problems.
  • Work closely with the Compliance Office to ensure service delivery is consistent with regulatory agency requirements (NCQA, DFIS, DOL, HIPAA and CMS).
  • Perform other related duties as assigned.
 
Skills:
  • Minimum of two (2) years of experience in health care or insurance environment with focus on Medicare managed care products
  • Minimum of two (2) years of recent supervisory or leadership experience with evidence of driving customer service improvements.
 
Education:
Bachelor’s Degree in Health Care, Business or a related field or a minimum of two (2) years of experience in health care or insurance environment and a minimum of two (2) years of recent supervisory or leadership experience with evidence of driving customer service improvements in lieu of education.
 
Additional Info:
 
At Fast Switch – Great Lakes (FSGL), Our Purpose is Our People and Our Planet. We come to work each day and are reminded we are helping people find their success stories.  Isn’t that cool? Also, Doing the right thing is our mantra.  We act responsibly, give back to the communities we serve, and have a little fun along the way.
We at FSGL, have been doing this for 22 years with pride, dedication and plain old-fashioned hard work.
We're a financially strong, privately-held company that is 100% consultant and client focused.
We've differentiated ourselves by being fast, flexible, creative and honest. Throw out everything you've heard, seen, or felt about every other IT Consulting company. We do unique things, and we do them for Fortune 10 companies, Inc. 500 companies, and technology start-ups.
Our benefits are second to none and thanks to our flexible benefit options you can choose just the benefits that you need or want, options include:
 
• Medical and Dental (Fast Switch pays majority of the medical program)
• Vision
• Personal Time Off (PTO) Program
• Long Term Disability (100% paid)
• Life Insurance (100% paid)
• 401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match
 
Plus, we have a lucrative employee referral program and an employee recognition culture.
One of our pride points as that in 2013, 2014, 2015, 2016, 2017, 2018 and 2019, Fast Switch was named one of the Top Work Places in Michigan by the Detroit Free Press.
To view all of our open positions, please go to: https://clientapps.jobadder.com/45103/fast-switch
Follow us on Twitter at: https://twitter.com/FastSwitchGL
Follow us on Instagram at: https://www.instagram.com/fastswitchgl/
Find us on LinkedIn at: https://www.linkedin.com/company/fast-switch-great-lakes
And you can become a fan of Fast Switch on Facebook at: https://tinyurl.com/v4p9yy7