Supervisor, Customer Service Government Programs

Position Description

Supervises the activities of the contact center responsible for Medicare Advantage and Medicaid business to ensure regulatory compliance and adherence to CMS call center requirements

Primary Job Responsibilities

- Leads, evaluates, recommends and enforces policies, procedures, guidelines and standards of operation; Develops and creates departmental policies, procedure, goals, objective and strategies to support corporate objectives; evaluates and prioritizes day to day workflow and activities to ensure operational effectiveness and continuous improvement of programs and services, including resolving workflow issues with other departments and locations.

- Samples, compiles, and analyzes data to determine compliance with quality and performance standards and prepares and distributes reports for management and quality assurance.

- Responsible for team building, leading change and organizational learning; performs daily analysis of Key Performance Indicators (KPI) and metrics, real-time monitoring, agent performance levels and processes to identify and recommend areas of improvement.

- Evaluates individual employee performance by monitoring real-time behaviors and analyzing historical reporting data and provides feedback, recognition and coaching to continuously improve employee performance; Evaluates and conducts formal appraisal sessions for specialized staff.

- Supervises the government programs training/specialist team. Collaborates to identify training needs and create training materials.

- Collaborates with Quality Assurance, Reporting, and Workforce management teams on trends identified through call center monitoring, as well as inquiry content, tracking and volume that require coaching and advanced training of the customer service department.

- Administers and enforces collective bargaining agreement.

- Leads team efforts in designing, developing, testing and evaluating the implementation of new program and service initiatives.

- Participates in government program audits, researches issues, responds to inquiries, and coordinates work between external plan partners, other departments, and affiliate locations, and maintains related records in compliance with applicable federal and state requirements.

- Interviews, hires, trains, evaluates, manages and develops staff in order to ensure accountability for achievement of departmental goals and objectives. Perform other related assigned duties as necessary to complete the Primary Job Responsibilities as described above.