Job Abstract

The Supervisor of the Customer Solution Call Center is responsible for the development of a successful and cohesive Call Center unit, with a high level of productivity to achieve the department's overall performance metrics, and to meet and/or exceed member satisfaction. 

The position supervises all aspects of running an efficient  team, including hiring, supervising, coaching, training, disciplining, and motivating direct-reports.

Supervision of day to day activities of Member Services and Provider Relations  Representatives, including but not limited to: Providing direction, monitoring of staff performance and skillsets for consistency and improvement for all line of business. Handling all questions/issues raised by staff. Developing tools and procedures on training of staff. Recommending process improvement processes. Preparing and analyzing call center statistical reports. Monitoring of skillsets for consistency. Ensuring quantity/ quality is met for overtime. Ensures staff utilizes the NICE system to conduct target audits on incoming call activity and overtime activity. Prepare and review daily unit quality reports, analyze data and submit recommendations for improvements. Develop tools and procedures for the training and cross-training of staff, including but not limited to job aids and departmental and organizational policies and procedures.

Develop and maintain a positive working relationship with all business partners to ensure optimum member care and satisfaction.  Responsible for the daily workflow and leading the work of assigned staff.  This role will mentor, coach, act as a resource and provide feedback on performance of assigned staff.

Serve as a leader and role model as well as a technical and informational resource for staff and peers. Foster a culture that encourages employee contributions. Observe calls and assist representatives with any complex issues which may result from a call. Plan, organize and supervise the activities of the Member Services Representatives. Constant review of adequate skill-set assignment, lunch and breaks.

Increase efficiency by closely monitoring the CISCO Phone System. Analyze reports to identify trends and improve work flow processes. 

Ensure telephone and correspondence responses comply with departmental, organization and regulatory agency requirements. Ensure all L.A. Care phone lines, IVR, ACD, MHC, MEIS and QMEIS systems are functioning properly for the Call Center.

Ensure department compliance with regards to Health Insurance Portability and Accountability Act (HIPAA) regulations related to protection of personal history information. (PHI).

Perform other duties as assigned.

Required:
At least 4 years of experience in customer service experience. 

At least 2 years lead/supervisory experience in a customer service environment. 

Equivalency: 

Completion of the L.A. Care Management Certificate Training Program may substitute for the supervisory/management experience requirement.

Required:
Must have knowledge with all of products including Medicare and a good understanding of service to the disadvantaged population, seniors, or people with chronic conditions or disabilities.

Expected to work independently within the department's established guidelines, policies and procedures.  

Excellent communication skills, strong analytical, coaching/mentoring skills, team building and the ability to work effectively with diverse team members.  

Ability to troubleshoot problem areas and recommend effective alternative solutions to handle irate callers, and provide optimal customer service for internal and external customers.  

Able to multitask and to streamline day to day operations, policies and procedures. 

Advance PC skills including Excel and Access.

Knowledgeable in medical terminology and have prior ACD experience. 

Preferred:
Bilingual in one of LA Care Health Plan’s threshold languages is highly desirable. English, Spanish, Chinese, Armenian, Arabic, Farsi, Khmer, Korean, Russian, Tagalog, Vietnamese.