Supervisor, Customer Service - CTM
WellCare - Tampa, FL

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Supervisor, Customer Service - CTM - 1301178
      About WellCare: WellCare Health Plans, Inc. provides managed care services targeted to government-sponsored health care programs, focusing on Medicaid and Medicare. Headquartered in Tampa, Fla., WellCare offers a variety of health plans for families, children, and the aged, blind and disabled, as well as prescription drug plans. The company serves approximately 2.7 million members nationwide as of Dec. 31, 2012. The company employs more than 4,500 nationwide. For more information about WellCare, please visit the company's website at www.wellcare.com. A Fortune 500 company traded on the New York Stock Exchange (symbol: WCG).

      EOE: All qualified applicants shall receive consideration for employment without regard to race, color, religion, sex, age forty (40) and over, disability, veteran status, or national origin.
      Description
      Department : Operations - Command Center
      Reports to: Manager, Customer Service

      Position provides direct management of call center associates (Non-Exempt) and/or assists in activities for the business function (or multiple functions) within the call center, internal and/or external. People management, Root Cause Analysis, Trending, and Process Improvement all can be key aspects of this position. Assignments are broad in nature.

      Essential Functions:
      • Manages and develops non-exempt direct reports.
      • Manages and Monitors key call center metrics and implements improvement plans either to the individual or at an aggregate level
      • Handles all direct employee personnel issues and processes (where applicable), including performance management, appraisal processes, development planning, and career pathing
      • Supervises non exempt direct reports assigning workload, monitoring quality and associate coaching
      • Serves as liaison between departments when it becomes necessary due to member or workflow issues
      • Develops, recommends, and implements process improvements to improve efficiencies and services provided
      • Completes root cause analysis on data error reports from customer service systems and from business units
      • Completes trending analysis on reports retrieved from customer service systems utilizing problem solving skills
      • Updates and creates resources on Well Care link applicable to the call center, such as timely announcements, step actions, reference call tools, FAQs etc.
      • Ensures WellCare link is update to with the appropriate materials
      • Trains CSRs on new processes and refresher training
      • Creates/revises training as needed
      • Facilitate and participate in meetings with other departments and line of business as needed
      • Act in a liaison capacity for the Mgr/ Sr Mgr representing the call center with other areas and business units
      • Reviews Training materials for the business
      • Completes gap analysis on training for the business
      • Other duties as assigned
      Must have strong Medicare background. Must also be available to work rotating evenings and weekends.

      Qualifications
      Education: HS Diploma, or equivalent. Associate or Bachelor’s Degree desirable.

      Experience: 2 plus years experience within a Customer Service or call center environment
      In-Depth knowledge of Health Insurance
      Previous experience in a customer service environment and health insurance preferred

      Technical Skills/Requirements: Strong understanding of managed care and its place in the health care industry
      Successful experience in the areas of customer service and/or Call center
      Understanding of interdependencies on other business units such as Health Services, Provider Relations, Sales, Vendors, Claims
      Good analytical skills to do root cause, trending and make recommendations for process improvements
      Good writing skills and communication skills
      Good interpersonal skills

      Primary Location FL-Tampa

      Is a relocation package available? No

      WellCare - 18 months ago - save job - block
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