Customer Service Supervisor - 10218341

Location: Baton Rouge, La
Date Posted: 12-04-2017
EXPERIENCE: Associate’s degree, two years of college, or two years of experience as a customer service representative in a call center; experience in Medicaid or the health care industry. Experience working with culturally and linguistically diverse populations in a courteous and effective manner; experience handling sensitive and confidential inquiries; excellent organizational, interpersonal, written, and verbal communication skills; ability to perform comfortably in a fast-paced, deadline-oriented work environment; ability to successfully execute many complex tasks simultaneously; and ability to work as a team member, as well as independently. Preferred qualification includes 1 to 3 years of supervisory experience in a health or social services field. Bilingual capabilities are a plus. 
 
POSITION RESPONSIBILITIES:
  1. Provides feedback and education to staff to improve performance
  2. Supervises day-to-day processing of enrollment applications
  3. Supervises day-to-day enrollment call center operations
  4. Ensures that enrollment forms are processed efficiently and accurately and identifies and recommends areas for improvement to the Provider Enrollment and Credentialing Call Center Manager
  5. Ensures staff maintains updated knowledge of the project and updated knowledge of enrollment rules
  6. Oversees quality control and implements any necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the call center and enrollment functions
  7. Assures the customer service center is in compliance with MAXIMUS standards and procedures
  8. Ensures that problems are resolved with employees, handle customer complaints, deal with technical issues, and work in a fast –paced environment
  9. Monitor and spot check calls to ensure that they are being fielded properly to help improve call quality and be incorporated into training sessions
  10. Ability to effectively motivate the employees so that they come across to customers as positive, energetic, and helpful
  1. Provides daily updates and status reports to Provider Enrollment and Credentialing Call Center Manager
  2. Ensures adequate coverage for call center and enrollment service delivery to meet standards
Perform all other duties as assigned by management
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