Magellan Health
Supervisor Customer Care - must reside in Hawaii
Magellan Health, Honolulu, Hawaii, United States, 96814
Supervisor Customer Care - must reside in Hawaii
Apply for the position located in Remote HI Honolulu 96815. This is a full-time position posted 10 days ago with job requisition ID R00000064055.The primary function is to supervise the customer care staff responsible for responding to telephone inquiries from providers and members regarding eligibility, benefits, claims, and authorization of services. Supervises the staff in the implementation, servicing, and maintenance of accounts and account-related activities.Manages the customer care management (CMC) and supports services (if applicable) to ensure compliance with policies, procedures, and customer requirements.Measures performance and productivity against the standards.Ensures 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.Manages 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.Manages 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.Other Job RequirementsResponsibilitiesMinimum 5 years' experience in a call center environment and 2 years' supervisory experience.Must possess a 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.General Job InformationTitle:
Supervisor Customer Care - must reside in HawaiiGrade:
22Work Experience - Required:
Customer Service, SupervisoryWork Experience - Preferred:Education - Required:
GED, High SchoolEducation - Preferred:
Bachelor'sLicense and Certifications - Required:License and Certifications - Preferred:Salary RangeSalary Minimum: $50,225Salary Maximum: $75,335This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.This position may be eligible for short-term incentives as well as a comprehensive benefits package. Magellan offers a broad range of health, life, voluntary, and other benefits and perks that enhance your physical, mental, emotional, and financial wellbeing.Magellan Health, Inc. is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.Every employee must understand, comply with, and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures.About Us
Magellan is the employer of choice for hard-working people interested in making a difference in the health care industry and in the communities where we work and live. Our strong culture of caring is the common thread in both our business strategy and our work environment. We value professional growth and development, total health and wellness, rewards and recognition, as well as employee unity. Magellan is a place where you can thrive.Magellan is committed to providing equal employment opportunities to employees and applicants for employment without regard to race, color, creed, religion, sex, gender identity and expression, sexual orientation, marital status, age, national origin, ancestry, citizenship, physical or mental disability, disabled veteran or veteran of the Vietnam Era status, or any other factors protected by law.
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Apply for the position located in Remote HI Honolulu 96815. This is a full-time position posted 10 days ago with job requisition ID R00000064055.The primary function is to supervise the customer care staff responsible for responding to telephone inquiries from providers and members regarding eligibility, benefits, claims, and authorization of services. Supervises the staff in the implementation, servicing, and maintenance of accounts and account-related activities.Manages the customer care management (CMC) and supports services (if applicable) to ensure compliance with policies, procedures, and customer requirements.Measures performance and productivity against the standards.Ensures 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.Manages 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.Manages 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.Other Job RequirementsResponsibilitiesMinimum 5 years' experience in a call center environment and 2 years' supervisory experience.Must possess a 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.General Job InformationTitle:
Supervisor Customer Care - must reside in HawaiiGrade:
22Work Experience - Required:
Customer Service, SupervisoryWork Experience - Preferred:Education - Required:
GED, High SchoolEducation - Preferred:
Bachelor'sLicense and Certifications - Required:License and Certifications - Preferred:Salary RangeSalary Minimum: $50,225Salary Maximum: $75,335This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.This position may be eligible for short-term incentives as well as a comprehensive benefits package. Magellan offers a broad range of health, life, voluntary, and other benefits and perks that enhance your physical, mental, emotional, and financial wellbeing.Magellan Health, Inc. is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.Every employee must understand, comply with, and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures.About Us
Magellan is the employer of choice for hard-working people interested in making a difference in the health care industry and in the communities where we work and live. Our strong culture of caring is the common thread in both our business strategy and our work environment. We value professional growth and development, total health and wellness, rewards and recognition, as well as employee unity. Magellan is a place where you can thrive.Magellan is committed to providing equal employment opportunities to employees and applicants for employment without regard to race, color, creed, religion, sex, gender identity and expression, sexual orientation, marital status, age, national origin, ancestry, citizenship, physical or mental disability, disabled veteran or veteran of the Vietnam Era status, or any other factors protected by law.
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