Customer Service Supervisor

About the role

Responsible for the day-to-day supervision and management of a remote team of designated inbound and outbound customer service representatives enabling the team to deliver exceptional service. Responsible for successful achievement of client service expectations, Health Benefits' service objectives and staff development.

Responsibilities

• Manage a remote team of customer service representatives
• Ensure delivery of exceptional service to clients
• Achieve client service expectations and Health Benefits' service objectives
• Develop and train team members
• Manage client advocacy cases requiring interactions with clients, providers, insurers, and community resources
• Show proficiency in managing research, problem-solving, organizing, tracking, and reporting
• Show knowledge of Health Care Reform, Medicare, and Medicaid benefits
• Work in a fast-paced, constantly changing environment independently with minimal supervision
• Show strong organizational skills
• Show proficiency with Microsoft Office Suite
• Show excellent written and verbal communication skills, including the ability to adapt communication style to diverse backgrounds
• Show excellent customer service skills including proper grammar, tonalities, and clear diction

Requirements

• High School Diploma or GED equivalent
• One year supervisory or lead experience in a call center
• Three to five years customer service experience in a call center
• Three years healthcare/health insurance, claims processing, or provider billing experience
• Experience with managing client advocacy cases
• Knowledge/experience with Health Care Reform and Medicare/Medicaid benefits
• Ability to work independently in a fast-paced environment
• Organizational skills
• Proficiency with Microsoft Office Suite
• Excellent written and verbal communication skills
• Customer service skills including proper grammar, tonalities, and clear diction

Qualifications

• Associates Degree
• Bilingual English/Spanish preferred

Skills

• Health Care Reform Knowledge
• Medicare/Medicaid Benefit Knowledge
• Microsoft Office Suite Proficiency
• Customer Service Skills

Benefits

Includes a robust total rewards package which may include health and wellness benefits, 401(k) savings plan, pension plan, paid time off, paid parental leave, disability insurance, supplemental life insurance, employee assistance program, paid holidays, tuition reimbursement, and other incentives.

Pay

The compensation offered will vary depending on your job-related skills, education, knowledge, and experience. This role aligns with an annual incentive bonus plan subject to the terms and conditions of the plan. Min To Max Range $42,200.00 - $79,300.00 Exact compensation may vary based on skills, experience, and location.