Reporting to the Manager of Business Development, the Call Center Supervisor will assist with day-to-day maintenance of inbound and outbound phone interactions for member support including retention and acquisition campaigns. Key responsibilities include handling member calls, managing call queues, staff support, quality monitoring, training for all lines of business, and reporting of call metrics.

Essential Duties:

• Respond to customer phone inquiries through inbound and outbound calls.
• Access and interpret customer accounts and provider data to provide answers to inquiries
• Assist customers in the enrollment process using sales techniques
• Document all customer interactions
• Accomplish sales and organization mission by completing related projects as assigned.
• Adhere to established quality and production standards
• Report to work on a regular and predictable schedule
• Maintains a current level of knowledge of all insurance product lines and industry changes
• Assess and oversee all inbound and outbound calls within the member support center
• Maintain reports of inbound and outbound interactions within the member support center to identify trends
• Maintain and oversee staff scheduling for sales call center
• Provide leadership and training for all member support center staff for all lines of business
• Coordinate with internal and external stakeholders for campaign planning, execution and reporting
• Develop and oversee quality monitoring tools, recognition programs, and performance evaluations to assist with staff development
• Oversee phone efforts and additional interactions to include mass texting and automated dialing systems that promote member growth and retention.
• Perform other duties as assigned

Knowledge/Skills/Abilities:
• Solid understanding of medical care delivery and local market dynamics in government administered insurance lines of business
• Solid supervisory, conflict and problem solving skills with effective follow through
• Strong listening, verbal, presentation and written communication skills
• Ability to work a flexible 40 hour schedule, including occasional evenings and weekends
• Fluency in English and Spanish preferred, but not required
• Knowledge of health programs and geographical area served
• Excellent attention to detail with good problem solving skills
• Proficient with MS Office, Word & Excel
• Strong customer service mindset
• Knowledge of HIPAA regulations
• Excellent organizational and interpersonal skills

People Management/Department Management/Business Unit Management: People Management
• Assist with implementation of new service line initiatives and ensure coordination of strategy and initiatives.
• Adheres to all local, state, and federal regulations
• Participates as member of department Leadership team
• Supports department and company strategic plan
• Responds proactively to staff needs and concerns
• Assists Manager with evaluating assigned staff performance and competency, providing direct feedback
• Assesses learning needs, and assists Manager with developing competency plans

MINIMUM EDUCATION: High school diploma or GED

MINIMUM EXPERIENCE: 2 Years’ customer service experience

2 years of experience in a managed care setting Preferred
2 years of experience in a marketing or sales environment Preferred
1 year of experience in a regulated health insurance environment Preferred
less than 1 year Previous experience in a telephonic customer support role Preferred
less than 1 year Experience with Marketplace enrollment Preferred
less than 1 year Experience working with culturally and linguistically diverse populations Preferred
less than 1 year Data entry experience Preferred
less than 1 year Bilingual English/Spanish Preferred