CalOptima
Supervisor, Customer Service (Call Center)
CalOptima, Orange, California, United States, 92613
Supervisor, Customer Service (Call Center)
Job DescriptionDepartment(s):
Customer ServiceReports to:
Manager, Customer ServiceFLSA status:
Non-ExemptSalary Grade:
I - $29.33 - $47.65 ($61,000 - $99,110)
About the PositionThe Supervisor Customer Service (Call Center) will oversee the day-to-day operations of all call center activities, provide supervision to call center staff, and provide guidance to the staff as applicable. The incumbent will resolve complex issues and handle escalated calls that a Customer Service Representative Senior or a Customer Service Representative Lead are unable to solve. The incumbent will be required to complete additional research with providers, health networks, and internal CalOptima Health departments to resolve the more complex issues.
Duties and Responsibilities:Participates in a mission-driven culture of high-quality performance, with a member focus on customer service, consistency, dignity, and accountability.Assists the team in carrying out department responsibilities and collaborates with others to support short and long-term goals/priorities for the department.Sets priorities for the team to ensure task completion and performance goals are met, such as average speed of answer, abandonment rate, service level, average handle time, quality, and staff schedule adherence.Identifies and resolves operational problems using defined processes, expertise, and judgment.Collaborates with Customer Service managers to develop strategies to reinforce, train, and disseminate information to meet operational and service performance requirements.Fosters and maintains a collaborative relationship with internal and external business partners to ensure member and provider satisfaction.Prepares requested materials for the Healthcare Effectiveness Data and Information Set (HEDIS), National Committee for Quality Assurance (NCQA), California Department of Health Care Services (DHCS), Department of Managed Health Care (DMHC), and Audit and Oversight audits.Oversees the exempt grievance process as it relates to Customer Service to ensure all state and federal regulations are achieved.Participates in cross-functional project teams that ultimately improve the member experience.Contributes subject matter expertise and carries out project assignments in a timely and effective manner.Facilitates the planning of the department's quarterly meetings.Assists with new hire recruitment and interviews.Monitors employee's timekeeping and schedule adherence.Holds individual monthly 1:1s with each team member to review call audits and attendance.Provides coaching, feedback, and annual performance reviews, as well as formal corrective action as needed.Completes other projects and duties as assigned.
Experience & Education:High School diploma or equivalent required.3 years of health care or call center experience required; preferably in a managed care environment or in a related area.An equivalent combination of education and experience sufficient to successfully perform the essential duties of the position such as those listed above is also qualifying.
Preferred Qualifications:Bachelor's degree.1 year of supervisory or lead work experience.Experience coaching staff, handling conflict resolution, implementing initiatives or projects, and collaborating with other professional and non-clinical staff.HMO, Medi-Cal/Medicaid, and health services experience.Bilingual in English and in one of CalOptima Health's defined threshold languages (Arabic, Farsi, Chinese, Korean, Spanish, Vietnamese).
Physical Demands and Work EnvironmentPhysical demands:
While performing duties of the job, the employee is required to move about the organization. Employee must be able to sit for extended periods of time, as well as work at the computer for long periods. Employee is required to use hands and fingers, especially for typing on the computer and using the mouse. Must also be able to reach with hands and arms. Employee must be able to communicate, particularly for regular phone use and in meetings.Work Environment:
Moderate noise levels due to call center operations. Frequent interruptions are common. Office temperatures are controlled and comfortable.
About our Benefits & Wellness options:At CalOptima Health, we offer a comprehensive benefits package, including participation in the California Public Employees Retirement System (CalPERS), low-cost medical/vision/dental insurance options, and paid time off. To support quality work-life balance, we allow flexible scheduling during core business hours, telework options for some positions, work schedules that allow every other Monday or Friday off (9/80 schedule), and a wellness program featuring diverse activities. Additionally, CalOptima Health contributes 4% of pensionable earnings to a 401(a) retirement program with no required employee contribution. Employees also have access to 457(b) retirement plans with pre/post-tax contribution options.
CalOptima Health is committed to attracting, hiring, and retaining a diverse staff, where we will honor your unique experiences, identity, and perspectives. Our organization strives to create and maintain a workplace environment that is inclusive, equitable, and welcoming so we can truly be Better Together.
CalOptima is an equal employment opportunity employer and makes all employment decisions on the basis of merit. CalOptima prohibits unlawful discrimination against any employee or applicant for employment based on various protected characteristics.
If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability.
Job Location:
Orange, CaliforniaPosition Type:To apply, visit
https://jobs.silkroad.com/CalOptima/Careers/jobs/4535
jeid-156b2e293397254b99fe2bbef414aede#J-18808-Ljbffr
Job DescriptionDepartment(s):
Customer ServiceReports to:
Manager, Customer ServiceFLSA status:
Non-ExemptSalary Grade:
I - $29.33 - $47.65 ($61,000 - $99,110)
About the PositionThe Supervisor Customer Service (Call Center) will oversee the day-to-day operations of all call center activities, provide supervision to call center staff, and provide guidance to the staff as applicable. The incumbent will resolve complex issues and handle escalated calls that a Customer Service Representative Senior or a Customer Service Representative Lead are unable to solve. The incumbent will be required to complete additional research with providers, health networks, and internal CalOptima Health departments to resolve the more complex issues.
Duties and Responsibilities:Participates in a mission-driven culture of high-quality performance, with a member focus on customer service, consistency, dignity, and accountability.Assists the team in carrying out department responsibilities and collaborates with others to support short and long-term goals/priorities for the department.Sets priorities for the team to ensure task completion and performance goals are met, such as average speed of answer, abandonment rate, service level, average handle time, quality, and staff schedule adherence.Identifies and resolves operational problems using defined processes, expertise, and judgment.Collaborates with Customer Service managers to develop strategies to reinforce, train, and disseminate information to meet operational and service performance requirements.Fosters and maintains a collaborative relationship with internal and external business partners to ensure member and provider satisfaction.Prepares requested materials for the Healthcare Effectiveness Data and Information Set (HEDIS), National Committee for Quality Assurance (NCQA), California Department of Health Care Services (DHCS), Department of Managed Health Care (DMHC), and Audit and Oversight audits.Oversees the exempt grievance process as it relates to Customer Service to ensure all state and federal regulations are achieved.Participates in cross-functional project teams that ultimately improve the member experience.Contributes subject matter expertise and carries out project assignments in a timely and effective manner.Facilitates the planning of the department's quarterly meetings.Assists with new hire recruitment and interviews.Monitors employee's timekeeping and schedule adherence.Holds individual monthly 1:1s with each team member to review call audits and attendance.Provides coaching, feedback, and annual performance reviews, as well as formal corrective action as needed.Completes other projects and duties as assigned.
Experience & Education:High School diploma or equivalent required.3 years of health care or call center experience required; preferably in a managed care environment or in a related area.An equivalent combination of education and experience sufficient to successfully perform the essential duties of the position such as those listed above is also qualifying.
Preferred Qualifications:Bachelor's degree.1 year of supervisory or lead work experience.Experience coaching staff, handling conflict resolution, implementing initiatives or projects, and collaborating with other professional and non-clinical staff.HMO, Medi-Cal/Medicaid, and health services experience.Bilingual in English and in one of CalOptima Health's defined threshold languages (Arabic, Farsi, Chinese, Korean, Spanish, Vietnamese).
Physical Demands and Work EnvironmentPhysical demands:
While performing duties of the job, the employee is required to move about the organization. Employee must be able to sit for extended periods of time, as well as work at the computer for long periods. Employee is required to use hands and fingers, especially for typing on the computer and using the mouse. Must also be able to reach with hands and arms. Employee must be able to communicate, particularly for regular phone use and in meetings.Work Environment:
Moderate noise levels due to call center operations. Frequent interruptions are common. Office temperatures are controlled and comfortable.
About our Benefits & Wellness options:At CalOptima Health, we offer a comprehensive benefits package, including participation in the California Public Employees Retirement System (CalPERS), low-cost medical/vision/dental insurance options, and paid time off. To support quality work-life balance, we allow flexible scheduling during core business hours, telework options for some positions, work schedules that allow every other Monday or Friday off (9/80 schedule), and a wellness program featuring diverse activities. Additionally, CalOptima Health contributes 4% of pensionable earnings to a 401(a) retirement program with no required employee contribution. Employees also have access to 457(b) retirement plans with pre/post-tax contribution options.
CalOptima Health is committed to attracting, hiring, and retaining a diverse staff, where we will honor your unique experiences, identity, and perspectives. Our organization strives to create and maintain a workplace environment that is inclusive, equitable, and welcoming so we can truly be Better Together.
CalOptima is an equal employment opportunity employer and makes all employment decisions on the basis of merit. CalOptima prohibits unlawful discrimination against any employee or applicant for employment based on various protected characteristics.
If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability.
Job Location:
Orange, CaliforniaPosition Type:To apply, visit
https://jobs.silkroad.com/CalOptima/Careers/jobs/4535
jeid-156b2e293397254b99fe2bbef414aede#J-18808-Ljbffr