Customer Service Supervisor (Claims) - AZ

Description

($1,000 signing bonus – paid in installments as follows; $375 on the first payroll following the date of hire; $375 on the first payroll following 6 months of employment; $250 on the first payroll following 1 year of employment) 

COVID-19 vaccination required as a condition of employment.

The Customer Service Supervisor will report to the Customer Service Manager and will be responsible for motivating and supervising the Benefits & Claims Customer Service team to provide high quality customer service via phone, email and/or in-person. This role is responsible for assisting with the creation of overall customer satisfaction goals to address any issues or disputes from our members and providers. Additionally, this role is to ensure that the customer service team is productive and professional with a customer-focused approach to delivering a high standard of service.

We pride ourselves on being flexible, but there are somethings we feel very strongly about:

Being an excellent communicator. Articulating your own thought process, as well as critique the work of others.

Understanding the whole business. Interacting with other departments is a necessary component in learning who we are and what we do. Knowledge of how your work affects other departments.

Great teams are better than the all-star players. Collaborating to improve upon current processes and new ideas.

Responsibilities

• Provide training support for new employees and existing staff

• Carry out supervisory responsibilities in accordance with the organizations policies and procedures.

• Coach, Mentor and provide feedback for improvements.

• Respond to and resolve complex issues, including those escalated by members.

• Study and standardize procedures to improve efficiency of the customer service department.

• Research, develop, document, and present policies and procedures.

• Provide full-time support as a resource for Benefits and Claims Customer Service.

• Perform other duties as assigned by manager.

 Teamwork

• Work cooperatively with other team members

• Actively participate in team meetings and training activities.

• Perform additional responsibilities and projects as periodically assigned.

Qualifications

Education/Certification:

• Associate degree or equivalent experience
• Minimum of three (2) years previous supervisory experience.

Skills/Abilities:

• Ability to type a minimum of 50 WPM and be proficient in 10-key.
• Previous customer service supervisor experience in healthcare/health insurance field.
• Knowledge of Medical Terminology preferred.
• Strong knowledge of Microsoft Office (Excel & Word)
• Previous experience reviewing and monitoring call center data systems.
• Ability to analyze statistical reports.
• Ability to analyze telecom system call flow and develop efficiencies.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, employees and managers of the organization.
• Ability to read, interpret, and adhere to Plan documents, company policies and procedures.
• Ability to write reports, business correspondence, training documents and policy & procedure manuals.
• Ability to define problems, collect data, establish facts, draw valid conclusions and act on.
• Ability to maintain current knowledge of plan benefits to provide correct information to plan participants and providers.
• Professional, client-focused approach to colleagues and assignments.
• Strong oral and written communication skills with exceptional attention to detail.
• Ability to seek out experiences that may change perspective or provide an opportunity to learn new things.
• Strong dedication to follow-through on all tasks and assignments.
• Ability to sit for long periods of time operating a computer keyboard.

Competencies:

Customer Service, Problem Solving, Critical Thinking, Communications, Interpersonal Relations/Teamwork, Organization Awareness, Self/Life Management, Continuous Improvement/Innovation and Change, Basic Technical Competence

Employee Benefits Program

• One of the most competitive Paid Time Off plans in the industry.
• Extensive 401(k) plan with company matching for contributions up to five percent of an employees base pay.
• Affordable medical, dental and vision insurance; along with company paid disability and life insurance.
• Family and employee care programs.