Conduct regularly scheduled coaching conversations; listening and providing feedback for improved performance, and when applicable, create performance improvement plans
Properly document coaching and development conversations in HR system
Complete performance appraisals; write appropriate corrective actions, when needed
Conduct monthly team meetings and huddles to inform, drive, and foster an environment of team building and allow for ongoing communications
Analyze and leverage data to make recommendations, decisions and improve team performance
Monitor key operational performance indicators on a daily, weekly, monthly basis to identify key trends and develop action plans that address opportunities
Identify processes, tools, systems, and behaviors that cause negative impact on efficiency and customer service results, leading to continuous improvement solutions
Build positive relationships and interactions with internal peers, leaders, and cross functional partners through strong follow through and communication
Promote positive change management
Facilitate timely resolution of member, provider, corporate, compliance, and any other tasks requiring deadlines
Implement, enforce, and support company and departmental policies and procedures
Maintain a deep understanding and stay informed on business, new product, tools, processes, etc
Monitor and evaluate calls for quality, compliance, efficiency, and customer satisfaction purposes; actively participate in the internal quality program
Conduct interviews and evaluate candidates for hiring purposes
Requirements
High School or GED required
Associates preferred
Three (3) years of customer service experience, to include a minimum of one (1) year in a call center environment required
One (1) year of outbound call center experience preferred
Previous supervisory/leadership experience in a call center environment is strongly preferred
Intermediate proficiency level in MS Word, Excel and PowerPoint
Familiarity of the healthcare field and knowledge of Medicaid or Medicare is preferred