Customer Service Supervisor, Medicare Advantage - Aspire

Montage Health is seeking a Customer Service Supervisor for their Aspire Health Plan. This role involves supervising the customer service department, ensuring compliance with CMS requirements, and enhancing the skill sets of customer service representatives through training and coaching.

Responsibilities:

• Assists with the screening and hiring of customer service employees
• Works collaboratively with the Call Quality Team to train  new employees in the applicable customer service policies, procedures, and best practices
• Organizes and oversees the schedules and work of assigned staff
• Conducts regular coaching, mentoring and training sessions to further enhance the skill sets of the customer service department
• Supervises a team of assigned customer service representatives and ensures they comply with company guidelines, focused on quality of service, the delivery of accurate information and a positive caller experience
• Monitors or reviews calls or other correspondence between representatives and customers
• Ensures that customer service representatives are informed about changes to benefits, products and services
• Interacts with customers via telephone, email, or in person to provide support and information
• As the subject matter expert, respond to escalated inquiries from members, providers and delegated entities, providing superior product and benefit information
• Partner with applicable staff to identity areas for improvement based on reported data
• Identifies opportunities to update or improve customer service procedures and makes recommendations to Member Experience Manager
• Collaborate with Enrollment, Claims, Health Services, Pharmacy, A&G and Sales to ensure that members and provider requests are appropriately resolved
• Identify issues impacting customer services’ ability to adequately provide information or assistance to members
• Performs other related duties as assigned

Requirements:

• Excellent verbal and written communication skills, including active listening
• Extensive knowledge of customer service procedures and principles
• Service-oriented; Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor
• Ability to coach and mentor customer service representatives
• Ability to operate spreadsheet, word processing programs and computer equipment required to fulfill position responsibilities
• Excellent organizational and interpersonal skills
• Exceptional diplomacy skills to effectively resolve issues under sometimes tense and stressful circumstances
• Readily adaptable to the changing needs of the business; able to manage multiple priorities; tolerance for ambiguity
• Ability to use sound judgement, identify next steps to be taken, and develop appropriate solutions
• Ability to collaborate with multiple parties to solve problems
• Bachelor's degree, or applicable professional experience, required
• Minimum 3 to 5 years experience in a healthcare or insurance industry call center