Claims Supervisor-Operations

Sagility

El Paso (TX)

On-site

USD 21,855 - 31,127

Full time

14 days+

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Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Disability (Short and Long-term)

Flexible Spending Account

Life Assistance Program

401K with employer contribution

PTO and Sick Time

Tuition Reimbursement

Job summary

A leading company in healthcare services is seeking a Supervisor-Operations to oversee customer service representatives in El Paso, TX. This hybrid role includes initial onsite training followed by remote work. The ideal candidate will have experience in managing performance and a strong background in customer service within the healthcare sector.

Qualifications

1+ years experience in customer service or call center, including supervisory role.
Healthcare industry experience preferred.
High School Diploma required; Associates or Bachelor’s preferred.

Responsibilities

Coach and develop team to achieve account-specific performance metrics.
Monitor employee performance and manage coaching and reviews.
Handle escalated customer issues and ensure high-quality service.

Skills

Interpersonal skills

Customer service

Problem-solving

Verbal communication

Written communication

Conflict resolution

Team efficiency

Coaching

Leadership

Continuous improvement

Education

High School Diploma or equivalent

Associates or Bachelor’s degree

Job description

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Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

Job title:

Supervisor-Operations

Job Description:

We are currently hiring a Contact Center Supervisor- Healthcare Accounts to ensure the highest level of service for our clients by coaching and developing our customer service representatives and managing performance to consistently meet and exceed client expectations.

This is a hybrid role. It is estimated the first three months of employment will be onsite at our El Paso, TX location for training, and after training is completed, the role will move to a work at home status the majority of the time.

Education:

High School Diploma or equivalent required, Associates or Bachelor’s degree preferred.

Experience:

1+ years experience in customer service, call center or related field, including 12 months in a supervisor capacity. Healthcare Industry Preferred.

Mandatory Skills:

Excellent interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
Proficiency with the necessary technology, including computers, software applications, phone systems etc.
Ability to improve and/or transform team processes across functions within the organization.
Ability to understand basic data and take appropriate action.
Ability to drive individual and team efficiency and productivity through effective and efficient metric management.
Ability to coach, train, and motivate employees and evaluate their performance.
Ability to effectively lead and develop team towards improved performance.
Ability to delegate and manage work loads and projects across functions within the organization.
Ability to successfully drive continuous improvement efforts by leading work streams related to call center metrics and monitoring tools.
Ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.

Roles & Responsibilities:

Coach and develop team to achieve account specific and organization CPIs and KPIs.
Monitor employee performance using coaching tools and performance dashboards based on CPIs and KPIs.
Manage employee performance, including coaching, rewards, recognition, and performance reviews.
Communicate client and organization expectations clearly at individual and team levels.
Develop daily and weekly action plans to address individual and team performance issues.
Ensure employee accountability and productivity using provided tools and reports.
Handle escalated and unresolved customer issues related to claims.
Participate in cross-functional activities to enhance company capabilities and improvements.
Model and promote compliance with company policies and procedures.
Foster teamwork and cooperation.
Assist in training and guiding other CSRs.
Maintain a safe and clean work environment and promote safety habits.
Provide high-quality service to internal and external customers.

Salary:

$19.23 hourly.

Benefits include: