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Supervisor, Customer Service

Job Description

  • Manage the day-to-day responsibilities of telephone performance, coaching/counseling the customer service team, and inventories of offline work including eCorrespondence, social media, and HIPAA/Privacy form updates.  
  • Responsible for systemic testing related to updates to the CRM and the website portal; assist in training initiatives.  
  • Drive weekly meetings with call center management of other call centers and regularly attends configuration/grooming sessions for new systems and software.
  • Provide recommendations for process improvements.

Responsibilities:

  • Manage staff production and performance in order to meet corporate performance goals.  
  • Provide ongoing coaching and feedback to staff.
  • Provide staff with appropriate resolution technique for sensitive calls, especially of a high priority nature. 
  • Serve as point/escalation person to answer the most complex telephone inquiries.
  • Identify and coordinate staff training needs to ensure uniform, professional responses.  
  • Plan and organize the daily operation of the Service Department, including the processing of payroll for staff.  
  • Monitor and review attendance of staff to ensure proper levels of coverage.
  • Analyze and trend inquiry types to identify process improvement opportunities, including development of educational material for staff.
  • Monitor and optimize inventory levels of eCorrespondence, social media and HIPAA form updates to ensure timely resolution.
  • Regular attendance is an essential function of the job.  
  • Perform other duties as assigned or required.

Job Requirements

Requirements:

  • Bachelor’s Degree required; additional years of related experience/specialized training may be considered in lieu of educational requirements
  • 3 – 5 years of relevant, professional work experience required
  • 3 years of customer service experience, preferably in operations or in a call center environment required
  • 3 years of claims related experience preferred
  • 2 years of supervisory experience in a customer service or health care environment preferred
  • Extensive knowledge of insurance contracts, medical, hospital and dental procedures preferred

Job Snapshot

Location US-NY-East Syracuse
Employment Type Full-Time
Pay Type Year
Pay Rate N/A
Store Type Health Care
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Company Overview

EmblemHealth

EmblemHealth is a local, neighborhood health plan that has served the New York City area and surrounding communities for more than 75 years. That’s the kind of experience that makes us unique. We’re proud to be one of the nation’s largest not-for-profit health plans, serving 3.1 million people who live and work across the New York tri-state area. Learn More

Contact Information

US-NY-East Syracuse
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Snapshot
EmblemHealth
Company:
US-NY-East Syracuse
Location:
Full-Time
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
Health Care
Store Type:

Job Description

  • Manage the day-to-day responsibilities of telephone performance, coaching/counseling the customer service team, and inventories of offline work including eCorrespondence, social media, and HIPAA/Privacy form updates.  
  • Responsible for systemic testing related to updates to the CRM and the website portal; assist in training initiatives.  
  • Drive weekly meetings with call center management of other call centers and regularly attends configuration/grooming sessions for new systems and software.
  • Provide recommendations for process improvements.

Responsibilities:

  • Manage staff production and performance in order to meet corporate performance goals.  
  • Provide ongoing coaching and feedback to staff.
  • Provide staff with appropriate resolution technique for sensitive calls, especially of a high priority nature. 
  • Serve as point/escalation person to answer the most complex telephone inquiries.
  • Identify and coordinate staff training needs to ensure uniform, professional responses.  
  • Plan and organize the daily operation of the Service Department, including the processing of payroll for staff.  
  • Monitor and review attendance of staff to ensure proper levels of coverage.
  • Analyze and trend inquiry types to identify process improvement opportunities, including development of educational material for staff.
  • Monitor and optimize inventory levels of eCorrespondence, social media and HIPAA form updates to ensure timely resolution.
  • Regular attendance is an essential function of the job.  
  • Perform other duties as assigned or required.

Job Requirements

Requirements:

  • Bachelor’s Degree required; additional years of related experience/specialized training may be considered in lieu of educational requirements
  • 3 – 5 years of relevant, professional work experience required
  • 3 years of customer service experience, preferably in operations or in a call center environment required
  • 3 years of claims related experience preferred
  • 2 years of supervisory experience in a customer service or health care environment preferred
  • Extensive knowledge of insurance contracts, medical, hospital and dental procedures preferred
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Supervisor, Customer Service Apply now