Medicare Contact Center Supervisor

Job Description

Job Title : Contact Center Supervisor - US Healthcare TPA

Business Line : Business Operations (BPO)

Onsite : Irving (Texas)

Job Description :

The Contact Center Supervisor will lead and manage a blended team of Contact Center Representatives in a fast-paced US Healthcare Third Party Administrator (TPA) environment. This role is crucial for ensuring the team provides exceptional, compliant, and efficient service to members, providers, and clients. The supervisor will be responsible for day-to-day team management, performance monitoring, training, and mentoring, with a strong focus on maintaining HIPAA compliance, optimizing workflows, and enhancing team productivity. The ideal candidate will possess a deep understanding of US healthcare operations, including enrollments, claims, and benefits administration.

Key Responsibilities :

• Team Leadership & Management :
• Lead, motivate, and manage a blended team (inbound) of Contact Center Representatives.
• Conduct regular one-on-one meetings, performance reviews, and provide constructive feedback to team members.
• Monitor team and individual performance against key metrics (e.g., AHT, FCR, quality scores, adherence, call / interaction volume).
• Develop and implement strategies to improve team performance, efficiency, and member / provider satisfaction.
• Training & Mentoring :
• Onboard, train, and mentor new team members on company policies, procedures, software, and healthcare-specific processes (e.g., enrollment, benefits, claims).
• Conduct ongoing training sessions to address knowledge gaps, introduce new products or policies, and reinforce best practices.
• Act as a subject matter expert and provide real-time support and guidance to representatives handling complex inquiries.
• Operational Oversight :
• Manage daily call queues, interaction volumes, and staffing levels to ensure service level agreements (SLAs) are met.
• Troubleshoot and resolve escalated member and provider issues, demonstrating exceptional problem-solving and de-escalation skills.
• Collaborate with other departments (e.g., Claims, IT, Quality Assurance) to resolve systemic issues and improve cross-functional processes.
• Compliance & Quality Assurance :
• Ensure all team activities and interactions are in strict compliance with HIPAA regulations and other relevant healthcare laws.
• Conduct quality assurance audits of calls and written correspondence to ensure accuracy, professionalism, and adherence to company policies.
• Document and report compliance issues, ensuring timely resolution and corrective action.
• Reporting & Analysis :
• Generate and analyze performance reports to identify trends, opportunities for improvement, and training needs.
• Present performance data and insights into senior management.

Required Qualifications :

Knowledge :

Preferred Experience :