JOB SUMMARY: Provide appropriate leadership and supervision to the Customer Service staff to ensure expectations of the health plans are met by monitoring daily, weekly and monthly phone statistics, facilitating resolution and resolving internal and external complaints and issues. The Customer Service Supervisor performs direct supervision to staff members to ensure individual objectives and training plans as well as corporate service level goals are met. The Supervisor is responsible for coordinating and implementing appropriate strategies for motivating team members and informing the Customer Service Manager of these efforts. In addition to managing the staff, this position will have a high degree of project, process and collaboration efforts with other departments in the organization. Maintains relations among staff members and other departments as well as determines appropriated staffing and optimal utilization of resources in accordance with targeted metrics.
JOB RESPONSIBILITIES:

• Responsible for direct supervision and leadership of customer service staff. Coach, develop, performance manage and assist all staff members.
• High degree of analysis in development of new processes to support ongoing customer claim issues.
• Monitor daily, weekly, and monthly phone statistics for compliance with health plan and state guidelines. Assess, recommend, and implement necessary policies and procedures to maintain compliance.
• Monitor department staff by primarily using Avaya''s CMS Supervisor phone system real time reports to assure staff members are in compliance. Communicate to Workforce Coordinator and staff changes that are needed to assure compliance.
• Responsible for ensuring customer''s claims, benefits and eligibility inquiries are responded to in the required time frame.
• Facilitate resolutions and resolve internal and external complaints and issues. Update Customer Service Manager on complaints and issues.
• Responsible for coordinating and implementing appropriate strategies for motivating team members.
• Preparation of performance and wage evaluations in accordance to company policy.
• Responsible for attendance and company approved time off for team members.
• Take the lead in the hiring process, including interviewing candidates.
• Determination and implementation of Performance Improvement Plans.
• Collaboration with multiple departments in efforts to streamline processes and provide efficiencies.
• Provide clear written correspondence as needed. Respond to emails and voicemails as appropriate.
• Responsible for the on-going evaluation of policies and procedures, and in the development and implementation of new efficiencies based on assessments.
• Support back-up phone assistance to other internal customer service teams as needed.
• Attend Market, Client, Operational and other meetings as needed. Represent the team and or department.
• Contribute to team effort by completing related projects as needed.
• Other duties as assigned

Careers
As one of the nation's leading oral health companies, we direct all our energy and resources to improving oral health in the communities we serve. We depend on our people for our ability to provide the highest-quality benefit programs and superior customer service. If you're looking for a challenging work environment where you will be asked to continually develop your skills, you've found the right place.
We are a growing, financially sound company with many advantages to offer to our employees. In addition to competitive salaries and a great benefits package, we also offer a stimulating, productive work environment. Work-life balance is a reality at DentaQuest, as is our commitment to our employees' career advancement.
DentaQuest is an equal opportunity employer. We believe that your work history is the best measure of the value you will bring to the company. We do not base any employment decision on a person's race, religion, color, national origin, gender, sexual preference, marital status, age, veteran status, or disability unrelated to the ability to do the job.
Thank you for visiting. We are delighted that you are considering joining our team of dedicated oral health professionals.