Call Center Supervisor in Work From Home at MultiPlan

Date Posted: 9/7/2022

Job Snapshot

Job Description


JOB SUMMARY:


This position leads and mentors the call center and administrative team. The duties require an advanced knowledge of the subrogation process.  Responsibilities include but are not limited to: aiding the Manager in recruitment and training of new staff. Providing support to Manager and develop ideas for process improvement.


JOB ROLES AND RESPONSIBILITIES:


1. Aid senior management in the administration of the employee scheduling system and prioritize and distribute employee workload
2. Enforce production, quality, and customer-service standards
3. Maintain and improve call center operations by monitoring trends and addressing issues for process improvement
4. Coach employees, troubleshoot issues, and engage Subrogation Manager when necessary
5. Field complaints and decide on a course of action to resolve the matter
6. Become knowledgeable in different aspects of the healthcare cost containment business
7. Lead the team to meet and exceed client expectations regarding customer service
8. Communicate standards and address issues with the team as a whole and individually
9. Select, develop, and evaluate staff to ensure the efficient operation of department.
10. Collaborate, coordinate, and communicate across disciplines and departments.
11. Ensure compliance with HIPAA regulations and requirements.
12. Demonstrate Company's Core Competencies and values held within.
13. Please note due to the exposure of PHI sensitive data -- this role is considered to be a High Risk Role.
14. The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.


JOB SCOPE:


This role works under limited supervision in the execution of the day-to-day responsibilities of the role. The incumbent has regular interactions with employees and leaders within their own department, decision makers for clients, clients, and other functions within the organizational structure. This is a people management job with authority for all HR actions (hiring, firing, discipline, training, etc.)


Pursuant to Colorado’s “Equal Pay for Equal Work Act”, the following salary range is provided solely for applicants living in Colorado.  $55,000 - $65,000.  If an applicant does not live in Colorado, this salary range may not apply.  Specific offers take into account a candidate’s education, experience and skills, as well as the candidate’s work location and internal equity.  This position is also eligible for health insurance, 401k and bonus opportunity.

Job Requirements


JOB REQUIREMENTS (Education, Experience, and Training):


* Minimum high school diploma coupled with two (2) years' customer service management specifically within a call center, or insurance setting. Associates' degree in a relevant field of study is highly preferred.
* Must be available to work a flexible schedule (7am-7pm CST)
* Ability to troubleshoot issues with team members and seek the assistance of Management if needed.
* Conduct themselves in a professional and courteous manner with all team members.
* Required licensures, professional certifications, and/or Board certifications as applicable.
* Proficiency with Excel and other MS Suite products. 
* Excellent organizational, analytical and independent decision-making skills. 
* Demonstrated problem solving skills with the ability to manage multiple priorities and meet associated timelines. 
* Individual in this position must be able to work in a standard office environment which requires sitting and viewing monitor(s) for extended periods of time, operating standard office equipment such as, but not limited to, a keyboard, copier and telephone


As an Equal Opportunity Employer, the Company will provide equal consideration to all employees and job candidates without regard to sex, age, race, marital status, sexual orientation, religion, national origin, citizenship status, physical or mental disability, political affiliation, service in the Armed Forces of the United States, or any other characteristic protected by federal, state, or local law.

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