Provide appropriate leadership and supervision to the Member Service and Provider Service staff, to ensure expectations of the health plans are met. This is accomplished by monitoring daily, weekly and monthly phone statistics and systems reports, facilitating resolution and assisting in resolving member and provider and internal staff complaints and issues. The Customer Service Supervisor is responsible for coordinating and implementing appropriate strategies for motivating the staff and informing the Customer Service Manager of these efforts.
Responsible for direct supervision and leadership of the Member and Provider Service Senior Representatives and Member and Provider Service Representatives to assure client and company expectations are being appropriately met.
Responsible for assuring Member and Provider Service Representatives are meeting client and company requirements by meeting with the Member and Provider Service Senior Representatives on a weekly basis and reviewing the Representatives Productivity reports.
Prepare and monitor daily, weekly, and monthly member phone statistics for compliance with health plan and state guidelines, assess, analyze and recommend necessary policies and procedures to Customer Service Manager to maintain compliance.
Responsible for ensuring member and provider benefits, eligibility, authorization, claims and find a dentist inquiries are responded to in the required time frame.
Provide strategies for coaching and developing Member and Provider Service Senior Representatives and communicate strategies to Customer Service Manager.
Responsible for coordinating and implementing appropriate strategies for motivating team members.
Prepare performance and wage evaluations in accordance to company policy.
Facilitate resolutions and assist in resolving member, provider and internal staff complaints and issues; update Customer Service Manager on complaints and issues from members, providers and internal staff.
Responsible for attendance and company approved time off for team members.
Assist in the hiring process, including interviewing candidates.
Participate in the determination and implementation of Performance Improvement Plans.
Provide clear written correspondence as needed.
Assist in the on-going evaluation of policies and procedures, and assist in the development and implementation of new efficiencies based on assessments.
Contribute to team effort by completing related projects as needed.
Other duties as assigned.
3 – 5 Years of related experience.
2 to 4 years experience in a leadership, supervisory or management capacity required. 5+ years preferred.
College degree preferred.
The following skills and abilities required:
Knowledge of general computer software (Excel, MS Word, Power Point and Access a plus).
Previous customer service and/or account management experience is required.
Cooperative, professional and effective interaction skills with co-workers, company staff and visitors.
Excellent interpersonal skills.
Excellent verbal communication and presentation skills.
Ability to prioritize and organize multiple tasks.
Ability to remain organized with multiple interruptions.
Good PC Skills.
Excellent analytical ability.
DentaQuest - 14 months ago