Supervisor, Member Services - Archimedes

Navitus Health Solutions, LLC; Brentwood (TN); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading company in specialty drug management is seeking a Supervisor, Member Services, located in Brentwood, TN. This role requires overseeing a call center team to ensure outstanding customer service and operational efficiency. Ideal candidates will have extensive call center management experience and excel in data analysis and communication.

Qualifications

• 3+ years call center experience preferable.
• 3+ years supervisory or management experience in a call center.
• Proven knowledge of call center management metrics.

Responsibilities

• Lead a team of representatives ensuring performance of the call center.
• Train call center staff for highest efficiency and accuracy.
• Establish procedures and set performance targets for quality and productivity.

Skills

Call center management

Customer service

Data analysis

Tools

Microsoft Excel

Microsoft Word

Microsoft Power Point

Microsoft Outlook

Job description

Company

Archimedes

About Us

Archimedes - Transforming the Specialty Drug Benefit - Archimedes is the industry leader in specialty drug management solutions. Founded with the goal of transforming the PBM industry to provide the necessary ingredients for the sustainability of the prescription drug benefit – alignment, value and transparency – Archimedes achieves superior results for clients by eliminating tightly held PBM conflicts of interest including drug spread, rebate retention and pharmacy ownership and delivering the most rigorous clinical management at the lowest net cost. .______________________________________________________________________________________________________________________________________________________________________________________________________. Current associates must use SSO login option at https://employees-navitus.icims.com/ to be considered for internal opportunities.

Pay Range

USD $0.00 - USD $0.00 /Yr.

Work Schedule Description (e.g. M-F 8am to 5pm)

Core Business Hours

Overview

Archimedes is a rapidly growing leader in the specialty drug benefit management space. We are looking for a Supervisor, Member Services in our Brentwood, TN location. This position will lead a team of representatives and is responsible for the overall performance of the call center. A deep understanding of Archimedes’ culture and mission is vital to the success of this position.

Responsibilities

• Ensures all external and internal customers receive the level of customer service required by Archimedes and serves as a representative of Archimedes to all external customers.

• A key element of this role is front-line call taking, ensuring that a deep understanding is gained of the customer experience. That understanding is used to constantly improve that experience.

• Administers weekly call center schedules to ensure the call center staff is performing at their highest efficiency on all shifts to meet demand.

• Trains the call center staff in understanding & completing their primary functions with the highest level of efficiency and accuracy.

• Establishes and executes clear procedures, processes, and standards for production, productivity, quality, and customer-service. Sets and meets performance targets for speed, efficiency, and quality. Communicates job expectations and enforces policies and procedures throughout the call center.

• Reports on trends on the call centers efficiency, customer service, and customer retention by collecting, analyzing, and summarizing data.

• The Supervisor, Member Services has constant communication with customers regarding positive or negative experiences. They also ensure that our customers are receiving all necessary communication from customer service representatives regarding appointments.
• This is an in office position.

Qualifications

• 3+ years call center experience preferable
• 3+ years supervisory or management experience in a call center environment
• Proven knowledge of Microsoft Excel, Word, Power Point, and Outlook
• Ability to develop and interpret standard call center management metrics

Location : Address

5250 Virginia Way

Location : City

Brentwood

Location : State/Province

TN

Location : Postal Code

37027

Location : Country

US