Location: East Syracuse,NY, USA
Summary of Position
* Manage the day to day responsibilities of telephone performance, coaching/counseling the customer service team, and
inventories of offline work including eCorrespondence, social media, and HIPAA/Privacy form updates.
* Responsible for systemic testing related to updates to the CRM and the website portal; assist in training initiatives.
* Drive weekly meetings with call center management of other call centers and regularly attends configuration/grooming
sessions for new systems and software.
* Provide recommendations for process improvements.
Principal Accountabilities
* Manage staff production and performance in order to meet corporate performance goals.
* Provide ongoing coaching and feedback to staff.
* Provide staff with appropriate resolution technique for sensitive calls, especially of a high priority nature.
* Serve as point/escalation person to answer the most complex telephone inquiries.
* Identify and coordinate staff training needs to ensure uniform, professional responses.
* Plan and organize the daily operation of the Service Department, including the processing of payroll for staff.
* Monitor and review attendance of staff to ensure proper levels of coverage.
* Analyze and trend inquiry types to identify process improvement opportunities, including development of educational
material for staff.
* Monitor and optimize inventory levels of eCorrespondence, social media and HIPAA form updates to ensure timely
resolution.
* Regular attendance is an essential function of the job.
* Perform other duties as assigned or required.
Education, Training, Licenses, Certifications
* Bachelor's Degree.
Relevant Work Experience, Knowledge, Skills, and Abilities
* 3 - 5+ years of relevant, professional work experience. (R)
* 3+ years of customer service experience, preferably in operations or in a call center environment. (R)
* 3+ years of claims related experience. (R)
* Additional years of related experience/specialized training may be considered in lieu of educational requirements. (R)
* Proficient with MS Office (Word, Excel, PowerPoint, Outlook, Teams, SharePoint, etc). (R)
* Strong communication skills (verbal, written, presentation, interpersonal) with all types/levels of audience. (R)
* 2+ years of supervisory experience in a customer service or health care environment. (P)
* Extensive knowledge of insurance contracts, medical, hospital and dental procedures. (P)
Additional Information
* Requisition ID: 100#######
* Hiring Range: $52,000-$92,000