Customer Service Supervisor

POSTED: March 7, 2024 POSITION: Customer Service Supervisor DEPARTMENT: Operations-Customer Service POSITION SUMMARY: Under the direction of the customer service manager, the customer service supervisor provides oversight and support to assigned customer service staff while supporting the goals and objectives, established by the Upper Peninsula Health Plan (UPHP), in accordance with UPHP policies, procedures and accrediting and regulatory standards.
ESSENTIAL DUTIES AND RESPONSIBILITIES: 1.
Follows all established UPHP policies and procedures, objectives, safety standards, and sensitivity to confidential information.
2.
Supervises assigned customer service staff and collaborates with the customer service manager to ensure assigned goals, team key performance indicators (KPIs), and department and organizational needs are met.
3.
Performs all supervisory functions for assigned staff including scheduling, managing, and approving time off in accordance with company policies, completing 90 day and annual performance evaluations, and other appropriate evaluations in compliance with UPHP employee policies.
4.
Develops and leads team member onboarding and training and identifies professional development opportunities.
5.
Serves as the initial resource for the customer service team and other departments for general questions related to customer service processes and procedures.
6.
Assists in the development and maintenance of related policies, procedures, and phone scripts in accordance with accrediting, regulatory, and contractual standards.
7.
Identifies and leads new areas for process improvements and participates in interdepartmental process improvements.
8.
Assists members and providers of all UPHP product lines with questions regarding benefits, policies, procedures, eligibility and any complaints and grievances, appeals or denials.
9.
Acts as a primary back-up customer service representative and/or receptionist in demonstrated times of excessive workload, benefit time, or as needed or requested.
10.
Assists in department activities that are National Committee for Quality Assurance (NCQA) related.
11.
Maintains customer service call statistics and conducts quality assurance reviews with customer service representatives.
12.
Maintains confidentiality of client data.
13.
Performs other related duties as assigned.
POSITION QUALIFICATIONS: Education: Minimum: High school diploma Preferred: Associate or bachelor’s degree in business, communications, healthcare, or related field Experience: Minimum: Two (2) years of general call center experience or one (1) year of UPHP customer service representative experience.
Preferred: Supervisory experience; experience coaching, training, and encouraging team members during times of change; experience with KPI reporting.
Required Skills: Keyboarding proficiency Working knowledge of MS Office (Word, Excel, PowerPoint) Digital dexterity Excellent human relation and oral/written communication Excellent organizational abilities and attention to detail Strong phone and verbal communication skills along with active listening Customer focus and adaptability to different personality types Ability to multi-task, strong organization skills and attention to detail Desirable Skills: Oriented to managed care or health care systems Knowledge of medical terminology The qualifications listed above are intended to represent the minimum skills and experience levels associated with performing the duties and responsibilities contained in this job description.
The qualifications should not be viewed as expressing absolute employment or promotional standards, but as general guidelines that should be considered along with other job-related selection or promotional criteria.
Physical Requirements: [This job requires the ability to perform the essential functions contained in the description.
These include, but are not limited to, the following requirements.
Reasonable accommodations may be made for otherwise qualified applicants unable to fulfill one or more of these requirements]: Ability to access departmental files Ability to enter and access information from a computer Ability to access all areas of the UPHP offices Moderate physical effort (lift/carry up to 25 pounds) Occasionally lifts supplies/equipment Occasional reaching, stooping, bending, kneeling, crouching Prolonged periods of sitting Manual dexterity and mobility Working Conditions: Works in office conditions, but occasional travel may be required Fast-paced working environment Subject to many interruptions