** Customer Service Call Center Supervisor-RHRP 130pm to 1030pm shift**

**Job Category****:** Division Management **Requisition Number****:** CUSTO008215 Showing 1 location **Job Details**

**Description**

**Job Summary:**

Plans and implements staff support for call centers to provide optimal call flow management, customer service, and employee staffing. Responsible for coordinating subordinate employee recruitment, selection and training, performance assessment, work assignments, salary, and recognition/disciplinary actions. Using Automated Call Center (ACD) data, forecasts and schedules staff. May train and coach call center personnel to improve service and maximize staff utilization.

**Essential Duties and Responsibilities:**

* Responsible for the specific team performance in order to achieve the operational goals of timeliness,

* quality, and customer service

* Responsible for coordinating subordinate employee onboarding and training, performance assessment,

* work assignments, salary, and recognition/disciplinary actions

* Manage processes and procedures to ensure timely and quality completion of work according to clients

* contractual obligations

* Responsible for the daily operational workflow, to include communication with external and internal

* customers, resolution of claimant, provider, and client issues, and identify workflow concerns for specific

* cases and employees

* Ensure the use of best practice workflows and operational excellence in activities are utilized

* Direct the training of team members on workflow and contractual modifications expeditiously

* Manage processes focused on effective customer service, ensure immediate escalation of issues, and

* participate in meetings to discuss the case management process

* Analyze and report on a monthly and quarterly basis operational statistics

* Perform other duties and responsibilities as assigned

**Competencies:**

* Strong leadership skills with the ability to prioritize and delegate effectively

* Demonstrated ability to work independently, take initiative and be self-motivated

* Ability to effectively manage competing priorities with a sense of urgency

* Sound knowledge and understanding of medical terminology and body systems

* Strong communication skills, both verbal and written

* Possess excellent organizational and follow up skills, with a strong attention to detail

* Possess and demonstrate skills necessary to analyze information, problems, procedures and situations

* Proficient in Windows operating systems and Microsoft Office suites

* Strong working knowledge of electronic scheduling systems and Electronic Medical Records (EMR)

* Strong working knowledge of case management programs

* Ability to work flexible hours to support operations

**Education and/or Experience: (includes certificate & licenses):**

* Bachelors degree from an accredited college in a healthcare related field or equivalent experience/combined education

* Customer Service Call Center Experience preferred.

* Minimum 6 years of supervisory or management experience preferably in a heath care setting

* Licensed Vocational Nurse (LVN), Medical Assistant (MA) or equivalent to military specialist (Medic, Corpsman, Pararescue, Health Services Technician, etc.) with direct verifiable patient care preferred

* Project management and medical case management life cycle experience is preferred

* Must be able to successfully pass contractually required Federal background check. Must be a US Citizen.

This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties and responsibilities. Management reserves the right to add or change the duties of this position as required at any time.

QTC Management Inc. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, sexual orientation, people with disabilities protected under law, and protected veteran status.

**Skills**

**Required**

**Written Communication** *Advanced* **Verbal Communication** *Advanced* **Medical Terminology** *Advanced* **Leadership** *Intermediate* **Electronic Medical Records** *Advanced* **Customer Service** *Advanced* **Critical Thinking** *Advanced* **Conflict Management** *Advanced* **Change Leadership** *Advanced* **Analytical** *Advanced* **Preferred**

**Sense of Urgency** *Advanced* **Prioritization** *Advanced* **Human Anatomy/Physiology** *Advanced* **Interpersonal** *Advanced* **Computer Literacy** *Advanced* **Collaboration** *Advanced* **Goal Completion****:** Inspired to perform well by the completion of tasks **Ability to Make an Impact****:** Inspired to perform well by the ability to contribute to the success of a project or the organization **Education**

**Required**

Bachelors or better.

**Experience**

**Required**

Licensed Vocational Nurse (LVN), or equivalent to military specialist (Medic, Corpsman, Pararescue, Health Services Technician, etc.) with direct verifiable patient care preferred

**4 years:** Supervisory or management experience preferably in a healthcare setting

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)