Supervisor, Contact Center - HYBRID - San Antonio, TX

TriWest Healthcare Alliance Corp.; San Antonio (TX); Hybrid; USD 62,000 - 72,000; Full time

Benefits offered by this job

Medical, Dental and Vision Coverage

Paid time off

401(k) Retirement Savings Plan (with 3

Short-term and long-term disability

Tuition reimbursement

Paid volunteer time

Job summary

TriWest Healthcare Alliance in San Antonio, TX is seeking a experienced Customer Service Supervisor to lead and develop a high-performance team in a hybrid work setting.

The role ensures compliance with VACCN requirements and TriWest policies, supervises day-to-day operations, and maintains timely documentation of veteran encounters in the TriWest system. Strong leadership, coaching, and communication are essential in this fast-paced environment.

Qualifications

• 3+ years of experience in a customer service environment.
• 2 years supervisory or leadership experience leading teams to meet performance targets.
• U.S. Citizenship for TRICARE contract.
• High School Diploma or GED.
• Supervisory experience in an inbound call center environment (preferred).

Responsibilities

• Monitors Contact Center performance levels and develops staff training plans.
• Reviews medical management data entries for documentation clarity.
• Counsels employees on performance and develops Performance Improvement Plans.
• Ensures adherence to internal standards and data entry protocols.
• Plans staffing with Workforce Management to ensure coverage.
• Assists with staff selection and training initiatives.
• Leads staff meetings and communicates changes affecting the team.
• Provides supervisory intervention for customer contacts as needed.
• Performs other duties and maintains regular attendance.

Skills

Communication

Leadership

Multi-tasking

Organizational skills

Problem solving

Empathy

Teamwork

Technical skills

Education

High School Diploma or GED

U.S. citizenship required

College education or equivalent (preferred)

Job description

Profile

This is a hybrid role in San Antonio, TX.

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Veterans, Reservists, Guardsmen and military family members are encouraged to apply!

Job Summary

Supervises, trains, coaches, and develops the Customer Service Representative team. Supervises the daily operations and drives performance in the Customer Service Contact Center. This position ensures compliance with the Department of Veterans Affairs Community Care Network (VACCN) requirements, and TriWest policies, and procedures. Ensures accurate completion of VA-approved medical authorizations, appointment scheduling, thorough documentation of all Veteran and provider encounters in the TriWest medical management system and receipt of timely medical documentation from network providers. Directly interacts with a variety of internal and external customers daily. Works in a detailed, multi-tasked and fast-paced production environment.

Education & Experience

Required

• High School Diploma or G.E.D.
• If supporting TRICARE contract, must be a U.S. Citizen
• If supporting TRICARE contract, must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation
• 3+ years of experience in a customer service environment
• 2 years supervisory or leadership experience leading teams to meet performance targets

Preferred

• Supervisory experience in an inbound call center environment
• College education or equivalent
• Knowledge of medical terminology
• Managed Care experience

Key Responsibilities

• Monitors Contact Center performance levels, identifies training needs, and develops action plans for staff development. Monitors telephone system's real-time reports to ensure department service levels and contract requirements are met.
• Reviews medical management data entries for clarity of documentation and appropriate handling of encounters and inquiries.
• Counsels individual employees on job performance issues. Develops and monitors progress on employee Performance Improvement Plans. Drafts performance evaluations for management review. Alerts management and consults with Human Capital on performance and behavior issues.
• Ensures internal standards, guidelines and procedures are in place to achieve/maintain high customer service and performance levels. Ensures Customer Service Representative Team follows system protocols for data entry edits and corrections.
• Provides for adequate coverage of Contact Center using Workforce Management system to plan and adjust employee work schedules.
• Assists with the employee selection process, coordinates the training of new employees, and assists with Contact Center training initiatives.
• Conducts staff meetings and provides clear communication regarding any changes/issues affecting the Contact Center or team members.
• Assists Contact Center staff with customer contacts requiring supervisory intervention.
• As needed performs all Customer Service Representative duties, while providing contact center operational oversight and direction to staff.
• Performs other duties as assigned.
• Regular and reliable attendance is required.

Competencies

Communication / People Skills

Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.

Computer Literacy

Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.

Coping / Flexibility

Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.

Empathy / Customer Service

Customer-focused behavior; helping approach, including listening skills, patience, respect, and empathy for another's position.

Leadership

Successfully manage different styles of employees; provide clear direction and effective coaching.

Multi-Tasking / Time Management

Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.

Organizational Skills

Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented.

Problem Solving / Analysis

Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues.

Team-Building / Team Player

Influence the actions and opinions of others in a positive direction and build group commitment.

Technical Skills

Knowledge of Contact Center information systems; knowledge of the VACCN program and benefits and the military healthcare system; ability to achieve daily and monthly production standards.

Working Conditions

• Ability to cover any work schedule
• Works within a standard office environment, with minimal travel
• Extensive computer work with prolonged sitting and wearing of headset

Company Overview

Taking Care of Our Nation’s Heroes.

It’s Who We Are. It’s What We Do.

Do you have a passion for serving those who served?

Join the TriWest Healthcare Alliance Team! We’re On a Mission to Serve®!

Our job is to make sure that America’s heroes get connected to health care in the community.

At TriWest Healthcare Alliance, we’ve proudly been on that important mission since 1996.

DoD Statement

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Benefits

We’re more than just a health care company. We’re passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:

• Medical, Dental and Vision Coverage
• Paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer time

TriWest job postings typically include a salary range, which can vary based on the specific role and location, but generally this position ranges from around $62,000 - $72,000 per year.

Equal Employment Opportunity

TriWest Healthcare Alliance is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, TriWest strives to create an inclusive environment that supports diversity at every organizational level, and we highly encourage candidates from all backgrounds to apply. Applicants are considered for positions based on merit and without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other consideration made unlawful by applicable federal, state, or local laws.