Customer Care Supervisor

Job Description

Job Description

Consociate Health, a leading Third-Party Administrator, offers an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, and creates continuous learning and embraces the ideas and diversity of others.

As part of our Mission to make Healthcare more accessible and affordable for our clients through innovative solutions and expert consultation, we value the inherent qualities that are foremost in our Mission, Vision, Values- Compassion, Humility and Impact, which allow us all to create authentic relationships with our team and our clients.

POSITION SUMMARY :

The Customer Care Supervisor reports to the Client Services Director. This position is responsible for daily call center operations, ensuring exceptional customer service and the overall success of the department. The Customer Care Supervisor's focus is supervising a team of customer service representatives, optimizing processes, and driving performance to enhance member satisfaction and operational efficiency. The Customer Care Supervisor will collaborate with the Client Services Director to evaluate and improve processes within the department that align with the organization's mission, vision and values.

PRINCIPAL DUTIES AND RESPONSIBILITIES :

• Supervises Customer Care Team Leads, ensuring they effectively support customer service representatives and delivery high quality customer experiences. You will provide direction, coaching and support to Leads on departmental and individual goals and assisting them with elevated issues.
• Supervises Customer Care Representatives, Customer Care Support Specialists and Customer Care Correspondence Specialist.
• Supervises and works with the Customer Care Quality Assurance Auditor and Trainer to review audit results and develop strategies for employee feedback and continued training.
• Supervises and works with the Customer Care Training Specialist to strategize, develop and execute policies and procedures pertaining to the training program and continuing educational needs of the department. Communicate these changes with the department.
• Collaborate with other departments to look for opportunities to increase efficiency and support customers.
• Supervise operational initiatives (i.e. technology enhancements, new product implementation, etc.) as directed by senior management.
• Evaluates and maintains departmental metrics and KPI's (included inquiry performance standards). Works to drive the performance of the team.
• Leads and maintains regular department meetings with the assistance of the Team Leads.
• Ensures monthly reporting for the department is completed timely.
• Monitor, review and update the department phone system as needed.
• Monitor and review department email volume.
• Oversee and support department incentive programs.
• Addresses human resource issues as needed.
• Hiring of staff.
• If necessary, assists with answering telephone inquiries from insured members, employers, providers, etc.,
• If necessary, assists with answering email inquiries from insured members, employers, providers, etc.
• Provide resolution to outstanding inquiries and / or issues identified within the Customer Care department.
• Maintain knowledge of all Summary Plan Benefit manuals of plans administered by Consociate.
• Establish and communicate goals for Customer Care employees, ensuring alignment with overall company objectives.
• Conduct regular performance evaluations and provide feedback to staff to promote continuous improvement.
• Develop work schedules to ensure adequate coverage and efficiency
• Perform other duties as assigned.
• Foster a positive work environment and continually assess the Customer Care Department's function and workflow to identify areas for improved efficiency, productivity, service, and / or morale, and subsequently develop appropriate strategies to address these issues.
• Address and resolve complex or escalated issues that Customer Service Representatives and / or Team Leads cannot resolve.

GENERAL EXPECTATIONS :

SERVICE EXPECTATIONS :

KNOWLEDGE, SKILLS AND ABILITY REQUIREMENTS :

BENEFITS :