Supervisor of Customer Care - Health First Health Plans, Customer Service, Full Time

Health First Rockledge, FL

About the Job


POSITION SUMMARY   To be fully engaged in providing No Harm / Quality, Customer Experience, and Stewardship by\: effectively supervising Health First Health Plans’ Call Center to meet the needs of internal and external customers, providing leadership and the highest quality customer service via telephone, correspondence and personal contact.  Success will be based on the individual’s ability to lead a team, understand and communicate corporate objectives, and remain accountable for meeting departmental performance indicators.PRIMARY ACCOUNTABILITIESActively participating in hiring new Customer Service Representatives, including interviewing and managing associated administrative processesContributing to the development of the Call Center staffing schedule to maintain appropriate resources, managing attendance and coordinating coverage as necessarySupervising Call Center representatives during designated shifts, following all applicable Health First policies.Conducts monthly performance evaluations with each team member. Does Well\: Completes monthly performance evaluations on time with each team member.Improvement Required\: Does not complete performance evaluations on time or does not meet with every team member. Communicating company and Call Center activities to associatesConducting routine performance reviews of designated associates with approved measurement toolsDoes Well\:  Completes all Performance Reviews on timeImprovement Required\:  Does not complete all Performance Reviews on timeProviding continual feedback and coaching to associates regarding call quality for development purposesConducting counseling or positive discipline with associates as necessaryProviding assistance with development of policies, procedures and performance measurement toolsDocumenting, measuring and improving processes in the Call Center to improve quality and efficiency


QUALIFICATIONS REQUIREDHigh School education or equivalent, Associates degree or greater preferredMinimum of 3 years combined experience with Call Centers, Health Care Business Office, or Insurance Companies preferredMinimum of 2 years experience as a Leader, Mentor, or CoachPreferred, minimum of one (1) year of employment with Health First Health PlansProven ability to manage people and tasksKnowledge of Human Resource policies and proceduresAbility to accurately type 45 words per minute while speaking with a customer on the phoneIntermediate to Advanced computer skills, including Microsoft Applications