Supv; Escalation
Davis Vision Incorporated - Latham, NY

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This role has accountability in the Call Center for handling specific escalated issues and concerns from a variety of sources including those working with our clients, from our clients directly and from our members and providers. Client Managers, clients and internal associates are able to directly escalate issues via a work queue for tracking and reporting (RT). These issues are important and have high visibility requiring thorough and fast feedback to the requestor along with diligent follow through.

Essential Responsibilities:
Responsible to support all Call Center Teams with daily challenges
Provide feedback, education and coaching as needed
Demonstrated proficiency in Conflict Resolution and Mediation Skills.
Facilitate Team Meetings as requested in regards to improvements in handling calls and follow up
Diligent follow-up with challenges from providers, groups, members, Account Executives etc.
Responsible for team metrics to ensure timeliness of resolutions, source data for identifying trends, analysis and production etc.
Record all activity in the appropriate data base(s) and ensure quality of records maintained
Develop measurement reports and implement new procedures/processes
Provide data so trending of root cause can be done
Meet and exceed team key performance indicators
Supervisory Call handling as assigned
Telephone back up as needed
Work with various teams (projects) as needed.
Adhere to privacy and confidential and proprietary company policies and procedures (i.e. HIPAA).
Participate in any/all training and educational activities necessary to fulfill at least the minimum requirements as specified within your departmental goals. This is in addition to, the completion of any activities necessary for the maintenance of professional affiliations or organizational requirements.
Diligently maintain the cleanliness of all equipment, workstations and the overall facility on a daily basis.
As required by changing business needs, complete additional responsibilities as assigned.

College degree or equivalent is required.

Experience & Background:

Minimum of one-year Davis Vision experience preferred
Provider Service and Member Service functional experience preferred
Computer proficiency including ability to work within Word and develop and work within Excel
Excellent written and oral communication skills
Demonstrated Problem Solving Skills
Excellent Attendance Record

Candidates will possess a sense of urgency and an ability to work with sensitive issuissues
Proven ability to successfully troubleshoot complex situations
Quality driven accuracy is required
Excellent organizational skills including follow-through