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Call Center Supervisor

at HCareers

Posted: 11/26/2020
Job Status: On Call
Job Reference #: 9447_1543447

Job Description

Job purpose

This role is a customer service position with the purpose of working with members to successfully obtain all pertinent information to be able to have them matched with the appropriate legal representation. This role works in a call center environment handling inbound and outbound calls from and to members and providers. This role works in a team environment and is expected to consistently maintain metrics/KPI's as defined by management.

Duties and responsibilities

    -Analyze Case Profile
    -Contact Member Specialist or Manager for any additional information
    -Search for a Provider using the CMS search function and proper procedures
    -Confirm Provider is properly credentialed and approved
    -Makes phone calls to Providers for case matching; All actions and information concerning matching must be documented within the case
    -A minimum of five (5) match attempts must be made daily per case
    -Confirmation of all matching points must be satisfied: distance, timeliness of referral, benefits, costs, area of practice, and member preferences/needs
    -Send proper confirmations to Provider
    -Send all proper documents to Provider (i.e. Questionnaire and Contract)
    -Notate all applicable information into each case within the CMS
    -Properly update the Attorney Database
    -Communicate effectively and in a timely fashion with customers, teammates, and management
    -Complete a Daily Status Updates when referrals are not ready the same day or the next day, so that the information can be communicated to the member
    -Respond to all phone messages and emails within two (2) business hours
    -Report daily activity, using the standard Daily Report format
    -Assist with status updates, providing referrals, and making follow up calls as needed when call volume or staffing issues require assistance
    -Assist in developing best practices for the Provider Specialist role
    -Mentor new hire candidates in best practices of the Member Services Department
    -Consistently exceed KPI goals for the position
    -Participate in ongoing coaching/training for the Member Services Department
    -Assist other members of the team to be able to achieve daily KPI goals
    -Cross train in, at minimum two (2) Legal Access Products
    -Consistently maintain an 80% or higher score on Call and Case audits
    - Handle escalated 'supervisor' calls
    - Ability to handle opening and closing shift duties
    - Assist in an advisory capacity to all Provider Specialists
    - Cross train as a Member Specialist and assist with the phone queue when necessary
    - Assist in leading weekly team huddles
    - Work with the Member Services Department management team with projects
    -All other duties as assigned


5 days of vacation, 2 personal days, 3 sick days, 6 paid holidays

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!