Supervisor-ASHCare Managed Services (Remote)

American Specialty Health Incorporated (ASH) is seeking a Supervisor to join our ASHCare Managed Services department.

The primary function of this position is to supervise staff ensuring that processes are followed correctly, calls are answered correctly, issues are handled properly, appointments are scheduled timely, and overall customer service is provided in accordance with ASHCare policies and procedures to meet performance standards and customer expectations.

• Remote Worker Guidelines: This position will be trained remotely and must be able to work from home (WFH) in a designated work area with company-provided technology equipment. This WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network (minimum 50 Mbps download and 50 Mbps upload speed.)

Responsibilities

• Monitor, evaluate performance, counsel, coach, train and develop team members.
  • Monitors the processes and time frames to ensure performance standards, performance guarantees and goals are met.
  • Perform quality audits and provide effective coaching, development and recognition.
  • Monitor staff to maintain quality and accuracy of information.
  • Counsel on barriers representatives are encountering.
  • Maintain Member Concierge scorecards and with each Member Concierge on a least a monthly basis to review performance against goals.
  • Meet with team members as needed to address, improve and manage to performance expectations.
  • Identify training needs and coordinate informal and formal training.
  • Set and communicate annual goals and review performance against those goals monthly.
  • Monitor KPI reporting daily to proactively identify issues or challenges and take action to address and avoid negative outcomes.
  • Coordinate and conduct regular team and 1:1 meetings.
  • Prepare annual performance evaluations to be delivered timely.
  • Keep staff apprised of new contracts and program designs.
  • Identify and collaborate with Management in developing and implementing processes to increase efficiency and accuracy in a rapidly growing environment.
  • Handle customer escalations and leverage these as opportunities to develop these skills with team members.
• Administrative and other Duties.
  • Maintains organization knowledge management resources including but not limited to shared inboxes, SharePoint, work instructions, job aides and Customer Response Documents.
  • Administration of member cost share, processing payments and refunds as needed.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• High School Diploma or GED certificate required. If GED certificate, 3 years of service with ASH required.
• Some college preferred.
• 2 years experience with Call Center or Customer Service operations, preferably in a Managed Care or Health Care environment required.
• 3 years general office experience including administrative support and project management preferred.
• Experience supervising or leading a team in a call center environment, with specific experience in call center operations, goal setting, performance management, resolving complex calls and issues, and quality analysis and initiatives. required.
• Computer proficiency in MS Office; Outlook, Word, Excel, SharePoint experience required.
• Proficiency in call center phone, computer and system navigation.
• Organized, results oriented team player with demonstrated leadership abilities.
• Strong verbal and written communication skills.
• Demonstrated ability to meet or exceed all performance goals.
• Demonstrated ability to coach, develop, set goals and manage performance.
• Demonstrated knowledge and understanding of call center Workforce Management, scheduling and staffing basics.