Supervisor, Customer Service

Your Future Evolves Here

Evolent partners with health plans and providers to achieve better outcomes for people with most complex and costly health conditions. Working across specialties and primary care, we seek to connect the pieces of fragmented health care system and ensure people get the same level of care and compassion we would want for our loved ones.

Evolent employees enjoy work/life balance, the flexibility to suit their work to their lives, and autonomy they need to get things done. We believe that people do their best work when they're supported to live their best lives, and when they feel welcome to bring their whole selves to work. That's one reason why diversity and inclusion are core to our business.

Join Evolent for the mission. Stay for the culture.

What You’ll Be Doing:

Evolent is looking for a Supervisor, Customer Service to be a key member of our Customer Service Organization (CSO) team. This individual will play a critical role in executing Evolent’s mission by leading a contact center team as part of the CSO.  The Supervisor will be responsible for leading staff in a matrix environment to ensure the team delivers the highest possible quality service to our Health Plan partners, including members, providers, and other constituents.  This position will lead their team in achieving and maintaining service levels and customer experience, understanding that service has a direct impact on plan performance. 

Collaboration Opportunities:

• Supervisor’s work directly with our Representative, Customer Service team members to assist with providing support to health plan members, providers and/or their representatives. Collaboration can enhance overall team performance, improve customer satisfaction, and contribute to the success of the organization.

What You Will Be Doing:

• The Supervisor provides direct supervision to a team of Customer Services team members ensuring the team handles all customer inquiries in a timely, professional and courteous manner, including phone calls or correspondence regarding benefit, eligibility, and all other inquiries and requests as well as proper intake and handling of complaints/grievances.
• This position is responsible for leading customer service agents in all day-to-day activities to consistently meet established customer service/contact center service levels/metrics, schedule adherence and quality standards related to phone and non-phone work by monitoring activities such as live calls, recorded calls, queues, dashboards and other performance management tools.
• Support the recruitment, selection and onboarding of new staff members to meet current and forecasted staffing needs.
• Analyzes and solves issues through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the customer, providing accurate and complete information and solutions.
• Partnering with the Training and Development Department regarding training needs of new and/or current Customer Service team members; ensuring the team receives timely and effective staff training.
• Responsible for creating a positive work environment that ensures the staff works well as a team, are highly motivated and feel valued. 
• Monitors, develops and coaches the team by conducting QA, performance evaluations and reviews on customer service staff; provides timely feedback on a monthly, quarterly, biannual, and/or annual basis; drives performance by providing direct, consistent feedback and direction on performance in a timely manner to ensure continued productivity and quality standards are met.  
• Handles escalated service issues, including “request for supervisor/manager” calls; review and respond to complex issues and questions.
• Maintain and monitor departmental performance standards and reports; review and analyze weekly and monthly department performance reports; address performance issues and implement needed interventions and coaching individual employee performance to meet and exceed production and quality metrics.
• Actively collaborate with management and staff to ensure that "best practices" are followed and continually seek efficient and innovative processes, technologies and approaches to optimize use of resources and enhance operations; incorporate a view of transactions from a member perspective and ensure actions taken enhance the member experience.
• Responsible for staying current and maintaining a working knowledge/understanding of the health plan related guidelines, processes and protocols, including program audit requirements and ensure that adequate in-service education is available to staff.
• Provide management with overall status reports as requested, including any issues that may impact the org