Livanta
Call Center Supervisor
Livanta, Virginia Beach, Virginia, us, 23450
SummaryThe Call Center Supervisor serves at the direction of the Call Center Manager.
ResponsibilitiesAssists in the supervision and coordination of the day-to-day activities to ensure the quality of the team's performance and their production levels are in agreement with Livanta's standards and meet CMS' contractual requirements.Leads a team of Patient Service Representatives (PSRs) to provide high quality customer service for the Medicare Helplines.Conducts quality assurance audits of teams to the accuracy and timeliness of the Call Center's work products.Handles all escalated calls and facilitates effective resolution of provider and/or customer services related issues/complaints.Provides regular feedback, technical assistance and moral support to the staff.Conducts continuous PSR call-monitoring via Mixie to ensure call wait-time is within contract requirements. Ensures team adhere to break and lunch schedules, as well as ensure PSR is logged in to the correct telephone line/que.Coaches team to ensure excellent customer service practices are being done.Initiates and coordinates on-going training for new and existing Call Center staff.Helps with the development and implementation of new and existing procedures to ensure the accuracy and integrity of the Call Center processes, and procedures.Exercises good judgment, sound judgement and independence in performance of all required functions.Assists in the review and analysis of Call Center management statistics to meet performance objectives.Participates in the continuous improvement process to identify quality issues and recommend solutions.Supports Senior Management in the enforcement of Livanta policies.Participates in the interview process.Receives complex work assignments from the Call Center Manager.Protects the confidentiality of patient information through compliance with the Health Insurance Portability and Accountability Act (HIPAA) and the Health Information Technology for Economic and Clinical Health Act (HITECH).Performs other duties as assigned.Secondary Duties (10%):Covers the Medicare Helpline, directly processing beneficiary calls and case intake as required.Attends annual security awareness training and testing, rules of conduct, and conflict of interest training.Qualifications and RequirementsEssential Knowledge:Knowledge of Medicare or health related business experience. Call center supervisory experience using call center management tools and technologies. Strong technical writing in terms of documentation, procedures, scripts, etc. Strong desktop application tool experience (i.e., MS Word, Excel, Windows, Internet Explorer, etc).Essential Education:Associate's degree plus three years of experience related to a majority of the essential functions of the job, or a Bachelor's degree plus two years of experience related to a majority of the essential functions of the job, or four years of experience related to the essential functions of the job.Essential Skills:Ability to provide excellent customer service.Ability to work independently with minimal supervision.Excellent written and verbal communication skills required.Ability to direct others and work as a team member by maintaining good working relationships with co-workers, management and customers.Ability to organize and coordinate multiple simultaneous tasks in a team environment.Skilled in interpersonal relations and conflict resolution.Strong analytical ability and problem solving skills.Experience and skill in word processing, basic spreadsheet and presentation software applications; familiarity with database software programs (Microsoft Office).Ability to give and receive feedback.Desired Characteristics:Organizational "Fit" Considerations: Must be flexible and proactive in covering and overseeing services provided by the area or function under the Call Center Manager's control. This may require extended hours of work during the week, weekends, and on holidays, on demand or in order to prevent adverse situations. Schedules vary, and include weekends & holiday shifts. Requires establishment and maintenance of good working relationships with people at all levels within the company as well as physicians and others outside of the company and compatibility with team members.Salary:
20.67 per hourPosted:
4 hours agoLocations:Virginia Beach585 London Bridge RdVirginia Beach, Virginia 23454Career Level:
Mid-levelDepartment:
Customer ServiceClearance Requirement:
Not applicableTelecommuting options:
No telecommutingAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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ResponsibilitiesAssists in the supervision and coordination of the day-to-day activities to ensure the quality of the team's performance and their production levels are in agreement with Livanta's standards and meet CMS' contractual requirements.Leads a team of Patient Service Representatives (PSRs) to provide high quality customer service for the Medicare Helplines.Conducts quality assurance audits of teams to the accuracy and timeliness of the Call Center's work products.Handles all escalated calls and facilitates effective resolution of provider and/or customer services related issues/complaints.Provides regular feedback, technical assistance and moral support to the staff.Conducts continuous PSR call-monitoring via Mixie to ensure call wait-time is within contract requirements. Ensures team adhere to break and lunch schedules, as well as ensure PSR is logged in to the correct telephone line/que.Coaches team to ensure excellent customer service practices are being done.Initiates and coordinates on-going training for new and existing Call Center staff.Helps with the development and implementation of new and existing procedures to ensure the accuracy and integrity of the Call Center processes, and procedures.Exercises good judgment, sound judgement and independence in performance of all required functions.Assists in the review and analysis of Call Center management statistics to meet performance objectives.Participates in the continuous improvement process to identify quality issues and recommend solutions.Supports Senior Management in the enforcement of Livanta policies.Participates in the interview process.Receives complex work assignments from the Call Center Manager.Protects the confidentiality of patient information through compliance with the Health Insurance Portability and Accountability Act (HIPAA) and the Health Information Technology for Economic and Clinical Health Act (HITECH).Performs other duties as assigned.Secondary Duties (10%):Covers the Medicare Helpline, directly processing beneficiary calls and case intake as required.Attends annual security awareness training and testing, rules of conduct, and conflict of interest training.Qualifications and RequirementsEssential Knowledge:Knowledge of Medicare or health related business experience. Call center supervisory experience using call center management tools and technologies. Strong technical writing in terms of documentation, procedures, scripts, etc. Strong desktop application tool experience (i.e., MS Word, Excel, Windows, Internet Explorer, etc).Essential Education:Associate's degree plus three years of experience related to a majority of the essential functions of the job, or a Bachelor's degree plus two years of experience related to a majority of the essential functions of the job, or four years of experience related to the essential functions of the job.Essential Skills:Ability to provide excellent customer service.Ability to work independently with minimal supervision.Excellent written and verbal communication skills required.Ability to direct others and work as a team member by maintaining good working relationships with co-workers, management and customers.Ability to organize and coordinate multiple simultaneous tasks in a team environment.Skilled in interpersonal relations and conflict resolution.Strong analytical ability and problem solving skills.Experience and skill in word processing, basic spreadsheet and presentation software applications; familiarity with database software programs (Microsoft Office).Ability to give and receive feedback.Desired Characteristics:Organizational "Fit" Considerations: Must be flexible and proactive in covering and overseeing services provided by the area or function under the Call Center Manager's control. This may require extended hours of work during the week, weekends, and on holidays, on demand or in order to prevent adverse situations. Schedules vary, and include weekends & holiday shifts. Requires establishment and maintenance of good working relationships with people at all levels within the company as well as physicians and others outside of the company and compatibility with team members.Salary:
20.67 per hourPosted:
4 hours agoLocations:Virginia Beach585 London Bridge RdVirginia Beach, Virginia 23454Career Level:
Mid-levelDepartment:
Customer ServiceClearance Requirement:
Not applicableTelecommuting options:
No telecommutingAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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