Agent Liaison/Supervisor (Remote)

Agent Liaison/Supervisor (Remote)

• Are you an experienced Agent Liaison/Supervisor looking for a new challenge?
• Do you value care management and quality improvement?
• Are you motivated, energetic, and excited to become part of the Kepro team?

If so, you might be our next new team member!

Who we need:

We are looking for a skilled call center Agent Liaison/Supervisor. You will report to the Project Manager and will provide daily monitoring of the accurate and timely completion of the project’s team activities including accuracy and timeliness of deliverables. You will lead our representatives to better performance and improve service quality. The call center agent liaison/supervisor will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

Why us?

Kepro is a rapidly growing national quality improvement and care management organization. We work to ensure that over 20 million people receive the right care, at the right time, in the right setting.

People Focused. Mission Driven.

Shape the future of healthcare with us. We are mission driven to improve lives through healthcare quality and clinical expertise.

We do this through our people.

At Kepro, you can do meaningful work that makes a real difference for the lives of individuals across the country. We are an organization that cares deeply about our employees and we provide the training and support to do the best work of your career.

Benefits are a key component of your rewards package at Kepro. These benefits are designed to provide you and your family additional protection, security, and support for both your career and your life away from work. They are comprehensive and fit a variety of needs and situations. Our benefits include comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts and more.

What you’ll do:

• Develops and maintains working knowledge of internal policies, procedures, and services (both departmental and operational).
• Coordinate with the Medicaid Project Coordinator throughout the term of this contract for any questions and further direction as it relates to the requirements of this RFP.
• Schedule weekly conference calls/virtual meetings with the Agency to address items such as project status, policy questions, and/or data analysis.
• Create meeting documents (e.g., agenda, reports, and other supporting documents) for Medicaid approval for all applicable meetings (e.g. weekly, association, ad hoc, etc.)
• Respond to inquiries from the Agency within two business days with a goal of one business day
• Assist in the formulation of targets for individuals and teams.
• Ensure adherence to policies for attendance, established procedures etc.

• Hiring, training, coaching, and leading call center representatives as they provide support for customers.
• Answering representative’s questions, guiding them through difficult calls or issues
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
• Assisting other management team members in identifying trends and establishing call center goals.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Taking on other tasks or projects to support employees, other managers, and call center operations.

The list of accountabilities is not intended to be all-inclusive and may be expanded to include other duties that management may deem necessary from time to time.

What you’ll need:

Required Qualifications

• Requires Associates or Bachelor’s Degree( in Human Services Field preferred)
• At least 5+ years of working in customer service