Overview: The Supervisor, Non-Clinical Operations oversees the daily productivity of our Communication Center Representatives (SA/PA) and is responsible for the development of their respective team. Development protocols including intensive coaching and mentoring, as well as regular quality and productivity reviews.
Duties and Responsibilities:
- Direct responsibility of the day to day and the overall performance, training, and development of the Communication Center Representative team assigned to telephonic member outreach for information collection, coaching and education;
- Develop, motivate, and assist a team of 10-15 non-clinical Call Center Representatives (CCR's) in the problem-solving resolution process in our Communication Call Center;
- Monitor and drive individual performance, quality, and productivity, including providing direct coaching, support, and feedback;
- Assist in the identification of gaps and opportunities for CCR's and our patients to develop action plans for and review action plans with the staff and leadership;
- Track and monitor performance of individuals to develop periodic and yearly evaluation criteria including and development areas, strengths and goals/objectives;
- Call quality and individual/team productivity are primary focus areas for the Team Lead;
- Conduct weekly, monthly, and annual CCR review sessions;
- Ensure optimum staffing levels through efficient scheduling and adjustments to meet peak service demands.
- Assist in the selection of new call center representatives.
- Maintain compliance with ComplexCare Solutions policies, procedures and mission statement;
- Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solutions Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position;
- Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of the Company;
- Uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function.
- We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such.
Job Requirements:
- Superior team leadership skills with demonstrated excellence in motivating, developing, and retaining front-line employees;
- Proven ability to communicate effectively with company personnel, customers, and professionals at all levels; and
- Demonstrated ability to multi-task and maintain records in a well-organized manner.
Education:
- Minimum of 2 years of college required, Bachelor's Degree preferred;
- Minimum of 2 years' experience as a supervisor in a high-volume call center, preferably within the health care field; for internal candidates must possess contact center experience and a Minimum of 6 months in a Team lead role.
- Outbound (telemarketing, collections) sales experience is preferred.
Physical Demands and Work Environment:
- Sedentary work (i.e., sitting for long periods of time);
- Exerting up to 10 pounds of force occasionally and/or negligible amount of force;
- Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;
- Subject to inside environmental conditions; and
- Travel for this position will include less than 5% locally usually for training purposes.
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications listed in a job description. If you don't meet every qualification listed but are excited about our mission and the work described, we encourage you to apply regardless. ComplexCare Solutions is most interested in finding the best candidate for the job and you may be just the right person for this or other roles.
By embracing diversity, equity and inclusion we enhance our work environment and drive business success. ComplexCare Solutions strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.
ComplexCare Solutions is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.
The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.
