Supervisor, Customer Service

Your Future Evolves Here

Evolent Health has a bold mission to change the health of the nation by changing the way health care is delivered. Evolenteers make a difference wherever they are, whether it is at a medical center, in the office, or while working from home across 48 states. We empower you to work from where you work best, which makes juggling careers, families, and social lives so much easier. Through our recognition programs, we also highlight employees who live our values, give back to our communities each year, and are champions for bringing their whole selves to work each day. If you’re looking for a place where your work can be personally and professionally rewarding, don’t just join a company with a mission. Join a mission with a company behind it.

Why We’re Worth the Application:

• We continue to grow year over year.
• Recognized as a leader in driving important diversity, equity, and inclusion (DE&I) efforts.
• Achieved a 100% score two years in a row on the Human Rights Campaign's Corporate Equality Index recognizing us as a best place to work for LGBTQ+ equality.
• Named to Parity.org’s list of the best companies for women to advance for 3 years in a row (2020, 2021 and 2022).
• Continue to prioritize the employee experience and achieved a 90% overall engagement score on our employee survey in May 2022.
• Publish an annual DE&I report to share our progress on how we’re building an equitable workplace.

What You’ll Be Doing:

Who You’ll Be Working With:

Evolent Health is looking for a Supervisor, Contact Center/Customer Service to be a key member of our Customer Service Organization (CSO) team. This individual will play a critical role in executing Evolent Health’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.

What You’ll 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.
• Responsible for the recruitment, selection and onboarding of all new staff members to meet current and forecasted staffing needs.
• 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, bi-annual, 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 in