Location: all cities,MN, USA
Description
Hennepin Health (HH) is seeking a Call Center Supervisor to oversee, develop, and implement department plans, operational policies, and direction for the Customer Service Call Center team. This position will work in conjunction with the HH Customer Service Leadership team to strategize and find ways to delight our members and providers. This individual must be able to lead, coach, motivate, and orchestrate towards providing differentiated service and support for HH members/providers.
This position will provide direct supervision to multiple member and provider service representatives that will be accountable to receive, respond, educate, and triage incoming member and provider calls. This position will collaborate closely with all other Hennepin Health departments in order to ensure the best outcome for members and providers. This position will also help implement the new HealthEdge system in ensuring a smooth transition.
Location and hours:
This position is hybrid and will be performed both on-site at the Hennepin Health Call Center located at 525 Portland Avenue South, Minneapolis, MN 55415 and remote as job duties require. Work schedule will be mostly daytime hours, Monday through Friday, but will require occasional nights, weekends, or travel within Hennepin County as required for the business. While this position is designated as hybrid, based on current requirements hires must reside in or relocate to Minnesota or Wisconsin.
About this position type:
This is a full-time, benefit-earning position. You must be a current regular or probationary employee of Hennepin Health to apply. Limited duration employees not eligible.
This position is internally classified as a Human Services Supervisor.
Click here to view the job classification specification.
In this position, you will:
* Develop and oversee the implementation of department plans and operational policies for the customer service area to ensure consumer satisfaction and improved contact efficiency while implementing processes and systems that will generate higher productivity and efficiencies.
* Ensure that effective training and coaching of all staff and leads is completed in a timely and efficient manner to ensure productivity and excellent customer service.
* Complete core management responsibilities, i.e., performance reviews, disciplinary actions, recognition, hiring, on-boarding, etc. in a timely and effective manner.
* Review Key Performance Indicators (KPI's) regularly to ensure coaching priorities are aligned with business needs; communicate KPI performance as appropriate throughout the business to drive awareness and improvement.
* Develop and maintain accurate forecasts to predict staff need under a variety of intake volumes and conditions using data/statistical analysis, simulation modeling and mathematical methods.
* Monitor operational performance against forecasts and ensure meaningful deviation is detected early and incorporated in operation planning efforts.
* Provide leadership to further department-based strategies that align with county goals, mission and core values for diversity, equity & inclusion (DEI).
Need to have:
* Four years or more of paraprofessional experience in determining appropriate funding sources for financial assistance, performing support collection activities, and/or providing employment readiness assistance.
* Note: Supervisory experience in a human services setting may be substituted for up to two years of paraprofessional experience on a year for year basis.
Nice to have:
* Four or more years of experience providing supervisory work in a Health Maintenance Organization (HMO), managed care, or other health insurance-related call center.
* Experience:
* Using call center metrics and monitoring program/employee performance.
* Developing call center performance expectations.
* Documenting performance improvement plans and corrective action plans.
* Designing, operating, and improving business processes.
* With call center infrastructure technologies.
A customer focus, knowing the (internal and external) customer business needs and acting accordingly, anticipating customer needs, and giving high priority to customer satisfaction and customer service.Ability to:
* Identify problems and issues of varying complexities and to find effective solutions with few guidelines.
* Handle multiple assignments and priorities while fulfilling all commitments; willingness to accept new responsibilities and adapt to changes in procedures.
* Work as a productive member of a cohesive group toward a common goal; contribute to team development and effective team dynamics.
* Act as a catalyst in the implementation of change by initiating and facilitating the acceptance of change in the workplace.
* Demonstrate a commitment to promoting diversity, equity and inclusion in their work and interactions.
* Contribute to creating a workplace that values diversity & inclusion and engage in ongoing professional development related to DEI.
About the department:
Hennepin Health provides health care coverage to Hennepin County residents who are enrolled in a Minnesota Health Care Program. Hennepin Health is a nonprofit, state-certified health maintenance organization that contracts with the Minnesota Department of Human Services. We envision being a leader in partnering with our members and communities to improve health, by integrating health care and service to enhance the health and well being of our members and the community.
About Hennepin County:
Hennepin is the largest county government organization in Minnesota. Our employees work every day to improve the health, safety and quality of life for our residents and communities. All of our jobs align with our mission to serve residents through transformative services that reduce disparities, eliminate inequities, and create opportunity for all and our vision of a community where all people are healthy, all people are valued, and all people thrive.
Our employees receive a combination of competitive benefits and positive workplace culture not found at other organizations. This includes meaningful work that impacts our community, competitive pay, work-life balance, a variety of benefits and opportunities to grow. Learn more at The Bridge (login as Guest).
Hennepin County envisions an organization where our commitment to diversity and the reduction of disparities is fundamental in providing excellent service to our community.
Your future. Made here.
This posting may be used to fill current and future vacancies.
Watch this video for application best practices and tips.
This position will have access to systems or other documentation that contains HIPAA data.
Invitations to interview will be based upon an assessment of education and experience. Final candidates may be required to complete a background check.
If you have any questions, please contact:
Taylor Dahlberg
...@hennepin.us
hcpromo
Why work here?
Hennepin County embraces the Total Rewards philosophy. We want our employees to succeed - not only at work but as they move through life and its milestones. We offer advantages and opportunities others can't - including:
* Meaningful work
* Public service
* Competitive pay
* Work-life balance
* Generous benefits
* Opportunities to grow
* Commitment to your success
By working in public service, we are a part of something larger than ourselves. Together, we support those in need. We help people access information and services. We empower vibrant and diverse communities. We serve residents.
Employee Benefits Summary
Visit our benefits page to learn more: bridge.hennepin.us/eligibility.
If you are a current Hennepin County employee please be aware that any change in job classification may affect your current benefits (such as a conversion from Vacation/Sick Leave to Paid Time Off and/or enrollment in a Health Care Saving Plan.) Information about the impact of job changes on benefits can be found here.
01
Are you a current regular or probationary employee of Hennepin Health? Note: Limited duration employees not eligible.
* Yes
* No
02
This position is hybrid and will be performed both on-site at the Hennepin Health Call Center located at 525 Portland Avenue South, Minneapolis, MN 55415 and remote as job duties require. Work schedule will be mostly daytime hours, Monday through Friday, but will require occasional nights, weekends, or travel within Hennepin County as required for the business. While this position is designated as hybrid, based on business needs of this position, hire must live in or relocate to Minnesota.
Are you able and willing to meet these requirements?
* Yes
* No
03
How many full-time equivalent years of experience do you have determining appropriate funding sources for financial assistance, performing support collections activities, and/or providing employment readiness assistance?
* I do not have this experience
* Less than 2 years
* 2 years or more, but less than 3 years
* 3 years or more, but less than 4 years
* 4 years or more
04
Describe your experience determining appropriate funding sources for financial assistance, performing support collections activities, and/or providing employment readiness assistance, referencing jobs listed in your application/resume. If you do not have this experience, type None in the space provided.
05
How many years of supervisory experience do you have in a human services setting?
* I do not have this experience
* Less than 1 year
* 1 year or more, but less than 2 years
* 2 years or more
06
Describe your supervisory experience in a human services setting, referencing jobs listed in your application/resume. If you do not have this experience, type None in the space provided.
07
How many years of experience do you have providing supervisory work in a Health Maintenance Organization (HMO), managed care, or other health insurance-related call center?
* I do not have this experience
* Less than 1 year
* 1 year or more, but less than 2 years
* 2 years or more, but less than 3 years
* 3 years or more, but less than 4 years
* 4 years or more
08
Describe your experience providing supervisory work in a Health Maintenance Organization (HMO), managed care, or other health insurance-related call center, referencing jobs listed on your application/resume. If you do not have this experience, type None in the space provided.
09
Do you have experience using call center metrics and monitoring program/employee performance?
* Yes
* No
10
Describe your experience using call center metrics and monitoring program/employee performance, referencing jobs listed on your application/resume. Include what metrics you used and how you used them. If you do not have this experience, type None in the space provided.
11
Do you have experience documenting performance improvement plans and corrective action plans?
* Yes
* No
12
Describe your experience documenting performance improvement plans and corrective action plans, referencing jobs listed on your application/resume. If you do not have this experience, type None in the space provided.
13
If you are a disabled veteran (defined as having a permanent, service connected disability rated at 50% or more), the spouse, or the surviving spouse of a disabled veteran, and are applying for your first promotion after securing public employment, you are eligible to have five points added to your competitive promotional examination rating. Are you a disabled veteran (defined as having a permanent, service connected disability rated at 50% or more), the spouse, or the surviving spouse of a disabled veteran that would like to use your one time, five-point preference?
* Yes
* No
14
Your response to this question will help us evaluate the effectiveness of our recruiting sources and methods. Please choose the one source that best describes how you first learned about this promotional job opening. Please review all possible choices before making your selection.
* Department email
* Department lateral/transfer process
* Department/unit bulletin board
* Employee Career Center (ECC)
* Employee Resource Group (ERG)
* HC Connect
* Human Resources of Hennepin County
* Hennepin County co-worker
* Hennepin County job notification emails
* Supervisor/manager
* www.hennepin.jobs or www.governmentjobs.com
* Other
Required Question
Agency Hennepin County
Address Hennepin County Government Center
300 South Sixth Street
Minneapolis, Minnesota, 55487
Phone 612-###-####
Website