American Specialty Health Incorporated (ASH) is seeking a Supervisor to join our Provider Relations department.
The primary purpose of this position is to supervise staff and provide expertise and customer service support on a wide variety of inquiries to your team and Providers. Ensuring issues are handled timely and appropriately in accordance with ASH Policy and Procedures. Monitoring department goals according to ASH Performance Standards.
• *Salary Range**
American Specialty Health complies with state and federal wage and hour laws and compensation depends upon candidate’s qualifications, education, skill set, years of experience, and internal equity. $45,200 Full-Time Annual Salary.
• *Remote Worker Guidelines**
• Remote Worker Guidelines: This position will be trained remotely and must be able to work from home (WFH) in a designated work area with company-provided technology equipment. This WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network (minimum 50 Mbps download and 50 Mbps upload speed.)
• *Responsibilities**
• Supervises staff and their activities to ensure quality, accuracy, and productivity meets/exceeds departmental expectations, resulting in improved competency of skills and knowledge of direct reports.
• Supervises staff in daily operations.
• Provides coaching, counseling, and training of staff.
• Prepares annual performance evaluations to be delivered timely.
• Performs quality review on recorded calls according to department procedures.
• Meet with each Agent or staff on a monthly basis to review overall performance.
• Conduct team meetings at least monthly, to provide updates and conduct a team building activity.
• Educate Agents on all policies and procedures.
• Interview and make recommendations for open positions in the department.
• Maintain scheduling, timecards, and related reports timely.
• Ensure calls are answered in a timely manner by monitoring calls on ACD system.
• Monitor all queues according to ASH Performance Standard goals.
• Work closely with management to achieve team and department goals.
• Performs necessary research, resolving issues and responds to inquiries from internal and external customers.
• Researching and resolving the issues of escalated calls timely.
• Taking calls requiring assistance from a supervisor.
• Assist Agents by silent monitoring call and taking over if needed.
• Research issues thoroughly by interfacing with Manager or other departments, etc.
• Assist in updating and implementing Policies and Procedures as needed.
• Tracks and forwards all credentialing termination recommendations to the Contract Determination Committee.
• Drafts/sends/tracks practitioner amendments, exceptions, and exclusions.
• Performs other duties as assigned.
• Complies with all policies and standards.
• *Qualifications**
• High School Diploma or GED certificate required. If GED certificate, 3 years of service with ASH required.
• Bachelor’s Degree in Business or Health Care Administration preferred.
• 2 years progressive experience performing customer service required.
• Lead or supervisory experience in a call center environment preferred.
• Health Care or Health Insurance experience preferred.
• Experience with a Workforce Management tool preferred.
• Knowledge of Microsoft (Word/Excel/Outlook) required.
• Demonstrated strong leadership, coaching and motivational skills.
• Demonstrated ability to interact in a positive, respectful manner at all times and establish and maintain cooperative working relationships to promote team cooperation.
• *Core Competencies**
• Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Demonstrated accuracy and productivity in a changing environment with constant interruptions.
• Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions.
• Ability to exercise strict confidentiality in all matters.
• *Mobility**
• Primarily sedentary, able to sit for long periods of time.
• *Physical Requirements**
• Ability to see, speak, and hear other personnel and/or objects. Ability to communicate both in verbal and writt