Supervisor, Customer Service

Evolent Specialty Services, Inc. is hiring a Contact Center Supervisor to lead contact center operations supporting healthcare prior authorization services. The role oversees staff development, service quality, operational performance, process improvement, and reporting to support better care and lower costs.

Responsibilities:

• Supervise, mentor, and develop a team of contact center representatives
• Conduct regular performance evaluations, provide constructive feedback, and address performance issues to maintain a motivated and high-performing team
• Oversee training and development programs to ensure staff are equipped with the knowledge and skills needed to excel in their roles
• Monitor daily contact center operations to ensure adherence to service levels and quality standards, in line with Evolent Health’s commitment to operational excellence
• Implement and manage processes that enhance efficiency and effectiveness in handling prior authorization requests
• Analyze call metrics and other performance indicators to identify trends, areas for improvement, and implement necessary corrective actions
• Ensure that representatives provide exceptional service to providers, members, and clients
• Manage escalated issues and complex cases, providing timely and effective resolutions to maintain high client satisfaction
• Collaborate with other departments to identify and implement improvements in the prior authorization process, contributing to our mission of delivering better care and reducing costs
• Develop and enforce procedures that enhance the accuracy and speed of the authorization process, driving continuous improvement in line with Evolent Health’s strategic goals
• Prepare and present regular reports on team performance, service metrics, and operational issues to senior management, providing insights that support our mission of operational excellence
• Utilize data and feedback to drive initiatives that optimize contact center performance and align with Evolent Health’s objectives

Requirements:

• Minimum of 3-5 years of experience in a contact center environment, with at least 2 years in a supervisory role
• Strong leadership and team management skills
• Excellent communication and interpersonal abilities
• Proficient in contact center software and CRM systems
• Strong analytical and problem-solving skills
• Ability to handle high-pressure situations and maintain a positive attitude
• Commitment to maintaining confidentiality and adhering to healthcare compliance regulations
• Associate degree or higher in Business Administration, Healthcare Management, or related field preferred
• Experience in healthcare, insurance, or prior authorization services is highly desirable