Supervisor Customer Care - SHP Customer Service - Tech Way - Day Shift - Full Time

Hours:

Shift Start Time:

8 AM

Shift End Time:

5 PM

AWS Hours Requirement:

8/40 - 8 Hour Shift

Additional Shift Information:

Weekend Requirements:

As Needed

On-Call Required:

No

Hourly Pay Range (Minimum - Midpoint - Maximum):

$34.170 - $44.090 - $49.370

 

The stated pay scale reflects the range that Sharp reasonably expects to pay for this position.  The actual pay rate and pay grade for this position will be dependent on a variety of factors, including an applicant’s years of experience, unique skills and abilities, education, alignment with similar internal candidates, marketplace factors, other requirements for the position, and employer business practices. 

 

What You Will Do
The Customer Care Supervisor is responsible for overseeing the daily operations of the customer care team. This role will provide effective leadership in the Customer Care Contact Center through a commitment to performance management, offering accurate information and assistance in a courteous, compassionate, and timely manner. Supervises, develops and enhances the effectiveness of the Contact Center staff, as required to ensure the team provides the highest level of quality service to our customers. In addition to direct staff development, the supervisor is responsible for oversight of work production, coverage, and timeliness for all lines of business, with an emphasis of an assigned department job function. Reviews, analyzes, and reports on performance key metrics. Monitors team scorecards and quality, to improve overall customer experience and implement quality improvement initiatives. Fosters professional external and internal working relationships. Ensures staff have resources needed to provide excellent customer service. Accurately completes assignments within designated time frames. Actively participates in essential workgroup, team, and assigned client meetings. The supervisor will also handle complex customer inquiries and complaints, analyze customer service performance, and work towards continuous improvement of the customer experience. Consistently ensures that activities and initiatives focus on the Sharp Commitment to Excellence through Service (S), Quality (Q), People (P), Finance (F), Growth (G), and Community (C).

Required Qualifications

• H.S. Diploma or Equivalent
• 5 Years healthcare customer service or medical office experience.
• 1 Year leadership experience.

Preferred Qualifications

• Bachelor's Degree Related field
• Other : Coursework in medical terminology and/or medical billing

Essential Functions

• Customer Service
  Provides prompt, accurate and excellent services to internal and external customers.
  Develops solid professional working relationships with various internal departments and units and, as required, vendors, providers, employers, brokers and/or other customers.
  Works collaboratively with other Plan and medical group departments to address customer questions and concerns, including Billing, Appeals and Grievances, Health Services, Enrollment, Claims, Research, and Underwriting.
  Works collaboratively with health care providers and office staff to facilitate access to care.
  Maintains a complex and evolving knowledge of health insurance and health care reform mandates.
  Participates in client conference calls and attends client meetings as requested by Customer Care Manager.
  Complete routine reporting to accurately capture metrics, KPIs, and team performance.
  Supports team members through performance management and scorecard development and reporting.
  Understand and resolve complex member inquires/complaints by phone.
  Understand and resolve complex Medicare member inquiries/complaints by phone.
  Understand and resolve Covered CA escalation requests.
  Understand and resolve complex Commercial digital member inquires.
  Understand and resolve complex Medicare digital member inquires.
• Department Supervision
  Leads, motivates, and supports staff to ensure they are providing exceptional customer service.
  Arranges departmental activities, monitors productivity and workflow, and ensures operational efficiency and quality of services.
  Establishes and maintains departmental policies and procedures; ensures appropriate review and revision.
  Anticipates resource needs and organizes staffing and workflow to meet customer demand, expectations, timelines, and deadlines.
  Ensures compliance with applicable contract terms, legal/regulatory requirements and accreditation standards.
  Identifies and resolves operational problems and inefficiencies to ensure quality service, achieve required res