Primary function is to supervise the customer care staff responsible for responding to telephone inquiries from providers and members as they relate to eligibility, benefits, claims, and authorization of services. Supervises the staff in the implementation, servicing, and maintenance of accounts and account related activities.
-Manage the customer care management (CMC) and support services (if applicable) to ensure compliance with policies, procedures and customer requirements. Measure performance and productivity against the standards. Ensure the care center is meeting telephone access standards for Magellan.
-Provides routine staff supervision activities regarding staffing, disciplinary actions and performance appraisals. Interviews and screens applicants for positions within the department.
-Monitors and evaluates data from the call tracking and call management telephone system for accuracy, completeness, inquiry response time and performance issues.
-Ensures associates are given their QI scores, monthly report cards, and their productivity statistics individually.
-Ensures motivational programs are being utilized.
-Manage the department?s customer/support services quality improvement programs to ensure member and provider satisfaction.
-Identifies training needs for the Customer Service Unit in developing specific training programs for the Service Center.
-Responsible for the training and development of lower level staff and maintaining a teamwork environment.
-Manage the complaint and grievance process.
-Coordinates with sales account management and regional staff to provide smooth implementation of new business within the Care Center and Support Services.
Bachelors, GED (Required), High School (Required)
License and Certifications - Required
License and Certifications - Preferred
Other Job Requirements
Minimum 5 years in health care call center environment and 2 years supervisory experience.
Must possess service excellence attitude.
Demonstrated track record of managing change with proven results.
Ability to identify individual and team developmental needs.
Ability to effectively coach and develop team members.