Job Description

Where compassion meets innovation and technology and our employees are family.

Thank you for your interest in joining our team! Please review the job information below.

TheCustomer Service Supervisoris responsible for the assisting the Customer Service Managerin the daily management of Call Center operations by providing direct supervision to theCustomerService Representatives(CSRs)TheCustomer Service Supervisorwill assist the Customer Service Managerin ensuring that all staff complieswith Health Human Services Commission (HHSC) contractual requirements and URAC standards. The Customer Service Supervisor will also ensure that all performance metrics are within compliance and that staff are
trained to meet HHSC and URAC expectations.

ESSENTIAL DUTIES AND RESPONSIBILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job is not intended to be all-inclusive; employeeswill perform other reasonably related business duties as assigned by the immediate supervisor and/or health planadministration,as required.

General Duties:

Maintains utmost level of confidentiality at all times.

Adheres to Health System and Health Plan policies and procedures.

Demonstrates business practices and personal actions that are ethical and adhere to corporate compliance and 
Performs other duties, as requested.

Customer Service SupervisorResponsibilities:
Supervisesa team of CSRs to providean exemplarycustomer serviceexperienceto our Membersand Providersbydriving a customer centricattitudewith clear expectations of qualityand performance
Monitors attendance to ensure that the Call Center is manned at a level consistent with Call Center needs and escalates any concerns to the Manager immediately.
Develops schedules each month to ensure Call Center objectives / metrics are met.
Supervisesteam to meet specificInboundCustomer Servicemetricsas setbyManagement
Collaborateswith Managementto increaseoverallCustomer Servicequalitymetrics, by identifyingtrends,communicating changes,and drivingthe feedback process.
Overseesa variety of Member and Provider topics related to Managed Care and the STAR, STAR Kids and CHIP Programs.
Is accessible on the floor to assist the staff with any issues that may arise and is the first line for escalation in all Member and Provider matters.
Handles escalated calls and emails regarding a variety of Member and Provider inquiries such as pharmacy, eligibility, claims etc.
Assistswith inbound calls by receiving calls at a minimum of four hours per month. Will assist with additional calls as warranted to ensure hotline metrics are met.

Monitorscall queue and tracksinbound calls to ensure that inbound calls, calls waiting, abandonment rate are within HHSC hotline metrics.
Ensures timely and accurate updates to all Customer Service resources for use by the CSRs
Monitors all open CSR workflows to ensure that the workflows are completed timely.
Monitors each CSR weekly for quality assurance and provides them with the results of the evaluation to identify areas for improvement or coaching opportunities.
Provides the Customer Service Managerwith required weekly checklistsand written performance summary of the team.

EDUCATION ANDOR EXPERIENCE
• Minimum of a High School diploma; or a minimum of twoyear’s progressive experience in acall center orequivalentcombination of education and experience.
• Minimumof twoyears in Managed Care and knowledge of STAR/STAR Kids and CHIP insurance programs preferred.
• Outstanding communication skills and the ability to understand complex situations to effectively handledcustomer needs.
• Strongknowledgeof Microsoft Office, including Word, Excel, PowerPointand Outlook