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Supervisor, Customer Service job

CenteneFort Lauderdale, FL
Centene jobs

Company

Salary

Skills

Job Description

Supervise assigned customer service function at the health plan to meet overall business goals and objectives

  • Ensure the team meets its goals and objectives through effective hiring, performance management, coaching and career development
  • Act as the Complaints Coordinator; ensuring all complaints are resolved and responded to appropriate parties
  • Develop, implement and maintain materials and programs ensuring production and quality standards are met
  • Hire, motivate, coach, counsel, and supervise the daily functions of the provider services staff
  • Educate members regarding plan benefits as appropriate and refer members to Connections Representatives
  • Evaluate and audit performance and identify and implement improvement opportunities to increase overall productivity and effectiveness
  • Ensure plan pends are completed
  • Review and respond to complex issues and questions
  • Ensure processes are compliant with contractual agreements and State and Federal regulations
  • Analyze and advise management of personnel, work-flow issues and trends and recommend resolutions
  • Audit daily phone log reports and access the need for changes


  • Education/Experience: Bachelor's degree in healthcare, business or a related field or equivalent experience. 2+ years of customer service/call center experience, preferably in a healthcare or insurance environment. At least one year of experience as a supervisor or lead preferred.

    Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.
    Estimated annual salary
    $41,691
    average
    Minimum
    $31,704
    Maximum
    $52,725

    TASKS

    • Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
    • Resolve customer complaints or answer customers' questions regarding policies and procedures.
    • Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
    • Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance.

    SKILLS

    • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
    • Active ListeningGiving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
    • WritingCommunicating effectively in writing as appropriate for the needs of the audience.
    • SpeakingTalking to others to convey information effectively.

    KNOWLEDGE

    • Administration and ManagementKnowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
    • ClericalKnowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
    • Economics and AccountingKnowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.
    • Sales and MarketingKnowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.

    Centene

    Type

    Company - Public (CNC)

    Size

    10000+ employees

    Revenue

    Over $10B

    Location

    Saint Louis, MO

    Industry

    Insurance

    Founded

    1984

    CEO

    Michael F. Neidorff

    Job Filters

    Position Purpose: Respond to customer inquiries via telephone and written correspondence in a timely and appropriate manner. Respond to telephone or written correspondence inquiries from members and/or providers within established timeframes utilizing...Read more
    Position Purpose: Respond to customer inquiries via telephone and written correspondence in a timely and appropriate manner. Respond to telephone or written correspondence inquiries from members and/or providers within established timeframes utilizing...Read more
    Chief Operating OfficerCenteneSunrise, FL
    Position Purpose: Develop and implement strategic and tactical plans to ensure further growth and development of the business unit and ensure positive financial results. Oversee development and execution of operating plans, including employee development...Read more
    Case Manager IICenteneColorado Springs, CO
    Position Purpose: Provides Case Management services to a specific clientele. Systematically identify and addresses fragmentation of care, and fill gaps in are using proactive initiatives. Assesses medical records for appropriateness, level of care provided...Read more
    Position Purpose: This description should be used exclusively with the SPA Salary Structure. The Counselor is a licensed mental health professional who exercises discretion and independent judgment to provide appropriate information, coaching, training...Read more

    Closed Job Filters

    Senior Contract Negotiator Position Purpose: Coordinate and negotiate hospital, physician (IPAs, PPMs, individual providers, multi specialty groups) and ancillary service agreements that are inRead more
    - Manager, Case Management (Long Term Care) (1146223) Job Description Manager, Case Management (Long Term Care) - 1146223 Description Position Purpose: Perform duties to conduct and manage theRead more
    Contract Negotiator I (Remote 90% Travel) Position Purpose: Recruit physician, hospital and ancillary service providers to sign network participation agreements that are in accordance with Corporate,Read more
    Enrollment Processor I (Medicare) Position Purpose: Responsible for maintaining internal computer systems enrollment and membership records related to the qualifications for coverage under theRead more
    Lead Vertexer - 2nd ShiftCenteneFarmington, MO
    Position Purpose: Provide technical support to staff and provide ongoing training Provide technical support to staff and provide ongoing training Provide input to supervisors on staff performanceRead more
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