Summary of Job:
- Develop, supervise, and audit the telephone call center staff to consistently achieve departmental goals and create an effective interface between internal and external customers.
- Monitor staff to ensure compliance with departmental and corporate policy, procedures, and standards of performance.
- Ensure appropriate scheduling/allocation of staff to provide coverage for normal and peak customer demand periods.
Responsibilities:
- Develop, supervise, and evaluate assigned staff (up to 20+ employees).
- Develop, communicate and monitor performance expectations and plans for all direct reports; conduct performance reviews within specified time frame. Provide feedback on a regular basis.
- Apply personnel policies to ensure the continual development of staff; act as a coach and mentor for staff to assist with the resolution of employee performance issues.
- Maintain an environment of quality improvement through continuous evaluation of processes and policies. Lead and develop teams to quickly diagnose root causes to problem areas.
- Conduct phone audits of Call Center staff to ensure quality in product knowledge, customer service and effectiveness of training.
- Identify and recommend new technologies and process efficiencies.
- Track and report statistics on unit activity, response times, quality results, and other measures that affect departmental objectives.
- Perform other related projects and duties as assigned.
- Interact with staff to enhance procedures and workflows within Customer Service and other Departments.
- Interact with various departments throughout the organization to identify, address and resolve questions, procedures and issues surfacing through communication and contact with members, providers, and facilities.
Qualifications:
- Bachelor's degree; additional years of related experience/specialized training may be considered in lieu of educational requirements required
- 3 - 5+ years of relevant professional work experience required
- 1+ years of experience managing staff and processes in a customer service environment required
- Telephone customer service experience preferred
- Prior experience in a healthcare organization, medical office, sales/service, or billing environment preferred
- Excellent communication skills (verbal, written, active listening, interpersonal) with all levels/types of staff required
- Demonstrated analytical and collaborative problem-solving skills required
- Knowledge of medical terminology and procedural coding, provider reimbursement, coordination of benefits and all types of medical claims preferred
- Previous system user experience in a highly automated environment required
- Proficient in MS Office (Word, Excel, Powerpoint, Outlook, etc.) required
- Knowledge of telephone system technology, platforms, systems, etc. preferred
Additional Information
- Requisition ID: 1000002539
- Hiring Range: $56,160-$99,360
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EmblemHealth
Jun 24, 2025