Customer Service Supervisor, Medicare Advantage - Aspire

Montage Health; United States; Remote; USD 75,000 - 82,000; Full time

Job summary

Montage Health is seeking a Customer Service Supervisor for their Medicare Advantage team to oversee the customer service department. This role involves training staff, ensuring adherence to quality standards, and resolving customer inquiries effectively.

The ideal candidate will have 3 to 5 years of experience in a healthcare or insurance call center. The position offers a competitive salary range of $75,000 to $82,000 and operates during M-F hours with possible evening and weekend shifts.

Qualifications

• 3 to 5 years experience in a healthcare or insurance industry call center.
• Ability to resolve customer complaints while maintaining professionalism.
• Proficient in using the Internet and computer-based training.

Responsibilities

• Supervise and oversee the customer service department.
• Conduct coaching and training for customer service representatives.
• Ensure compliance with company guidelines and quality service.

Skills

Excellent verbal and written communication skills

Customer service procedures and principles

Ability to coach and mentor

Organizational and interpersonal skills

Proficient in Microsoft Office Suite

Job description

Customer Service Supervisor, Medicare Advantage - Aspire

Remote Full-time $75k – $82k

Overview

The Customer Service Supervisor will be responsible for supervising and overseeing the customer service department, including monitoring and auditing the work performed by customer service. The Customer Service Supervisor will ensure that calls are handled according to the CMS required service level and meeting all CMS requirements.

Responsibilities

• Assists with the screening and hiring of customer service employees.
• Works collaboratively with the Call Quality Team to train new employees in the applicable customer service policies, procedures, and best practices.
• Organizes and oversees the schedules and work of assigned staff.
• Conducts regular coaching, mentoring and training sessions to further enhance the skill sets of the customer service department.
• Supervises a team of assigned customer service representatives and ensures they comply with company guidelines, focused on quality of service, the delivery of accurate information and a positive caller experience.
• Monitors or reviews calls or other correspondence between representatives and customers.
• Ensures that customer service representatives are informed about changes to benefits, products and services.
• Interacts with customers via telephone, email, or in person to provide support and information.
• As the subject matter expert, respond to escalated inquiries from members, providers and delegated entities, providing superior product and benefit information.
• Partner with applicable staff to identify areas for improvement based on reported data.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Member Experience Manager.
• Collaborate with Enrollment, Claims, Health Services, Pharmacy, A&G and Sales to ensure that members and provider requests are appropriately resolved.
• Identify issues impacting customer services’ ability to adequately provide information or assistance to members.
• Performs other related duties as assigned.

Position Requirements

• Excellent verbal and written communication skills, including active listening.
• Extensive knowledge of customer service procedures and principles.
• Service-oriented; Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor customer service representatives.
• Ability to operate spreadsheet, word processing programs and computer equipment required to fulfill position responsibilities.
• Excellent organizational and interpersonal skills.
• Exceptional diplomacy skills to effectively resolve issues under sometimes tense and stressful circumstances.
• Readily adaptable to the changing needs of the business; able to manage multiple priorities; tolerance for ambiguity.
• Ability to use sound judgement, identify next steps to be taken, and develop appropriate solutions.
• Ability to collaborate with multiple parties to solve problems.
• Accountability and Dependability: Assumes responsibility for accomplishing duties in an effective and timely manner.
• Integrity: Consistently honors commitments and takes responsibility for actions and words.
• Software and Computer Skills: Proficient in the use of Microsoft Office Suite; highly skilled at using the Internet. Must learn effectively with computer-based and/or online training.
• Flexibility: Demonstrates adaptability and openness to alternative solutions and flexibility when interacting with others, understanding their attitudes, needs, interests, and perspectives.
• Inclusiveness: The ability to network and partner with all internal and external stakeholders including broad and diverse representation of private/public and traditional/non-traditional community organizations.

Skills and Education

• Minimum 3 to 5 years experience in a healthcare or insurance industry call center.
• Aspire Health Plan is an equal opportunity employer.
• Salary range: $75,000 - $82,000
• Assigned Work Hours: M-F 8am - 5pm; evening and weekends possible.