Supervisor, Member Services - Archimedes

Navitus Health Solutions / Lumicera Health Services; Brentwood (TN); On-site; USD 52,000 - 65,000; Full time

Job summary

Archimedes is seeking a Customer-focused Member Services Supervisor in Brentwood, TN to lead a team of call center representatives and drive performance from an in-office location.

You will manage schedules, train staff, and implement processes to improve efficiency, quality, and customer satisfaction in the specialty drug benefit space.

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.

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.
• 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 Member Services Supervisor 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.

Skills

Call center experience

Supervisory experience

Metrics interpretation

Tools

Microsoft Excel

Microsoft Word

PowerPoint

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.________We are committed to providing equal employment opportunity to all applicants and employees and comply with all applicable nondiscrimination regulations, including those related to protected veterans and individuals with disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or handicap.

Pay Range

USD $0.00 - USD $0.00 /Yr.

STAR Bonus % (At Risk Maximum)

7.50 - Salaried Non-Management except pharmacists

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 Member Services Supervisor in our Brentwood, TN office. 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

Essential Duties and Responsibilities (include but are not limited to):

• 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 Member Services Supervisor 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

Education, Experience, Skills:

• 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 Ste 300

Location : City

Brentwood

Location : State/Province

TN

Location : Postal Code

37027

Location : Country

US