Supervisor, Customer Service (Albany - Onsite))

Customer Service Manager

Manage the day-to-day responsibilities of telephone performance, coaching / counseling the customer service team, and inventories of offline work including eCorrespondence, social media, and HIPAA / Privacy form updates.

Responsible for systemic testing related to updates to the CRM and the website portal; assist in training initiatives.

Drive weekly meetings with call center management of other call centers and regularly attends configuration / grooming sessions for new systems and software.

Provide recommendations for process improvements.

Manage staff production and performance in order to meet corporate performance goals.

Provide ongoing coaching and feedback to staff.

Provide staff with appropriate resolution technique for sensitive calls, especially of a high priority nature.

Serve as point / escalation person to answer the most complex telephone inquiries.

Identify and coordinate staff training needs to ensure uniform, professional responses.

Plan and organize the daily operation of the Service Department, including the processing of payroll for staff.

Monitor and review attendance of staff to ensure proper levels of coverage.

Analyze and trend inquiry types to identify process improvement opportunities, including development of educational material for staff.

Monitor and optimize inventory levels of eCorrespondence, social media and HIPAA form updates to ensure timely resolution.

Regular attendance is an essential function of the job.

Perform other duties as assigned or required.

Bachelor's degree; additional years of related experience / specialized training may be considered in lieu of educational requirements required.

3 5 years of relevant, professional work experience required.

3+ years of customer service experience, preferably in operations or in a call center environment required.

3+ years of claims related experience required.

Proficient with MS Office (Word, Excel, PowerPoint, Outlook, Teams, SharePoint, etc.) required.

Strong communication skills (verbal, written, presentation, interpersonal) with all types / levels of audience required.

2+ years of supervisory experience in a customer service or health care environment preferred.

Extensive knowledge of insurance contracts, medical, hospital and dental procedures preferred.