Job Category: Operations - Customer Service General Req #: SUPER02044 Schedule: Full Time Location: NY - Latham
The Customer Service Supervisor is primarily responsible for supervising department activities; Hires, trains, monitors schedule and evaluates productivity and service quality of Customer Service Representatives. Provides feedback to ensure and improve customer service. Guides service operations staff in resolving problems for VBH-PA members/providers and internal/external customers.
Position Responsibilities: Reviews telephone statistics daily, weekly and monthly. Provides routine feedback and coaching as necessary. Monitors schedules to ensure acceptable service levels. Evaluates employee performance, attendance and job knowledge through observation and inquiry auditing. Hires and trains new employees. Reviews difficult customer service problems and expedites resolution. Guides and educates staff in coverage plan benefits, policy and procedures. Monitor CMS Supervisor and make staffing adjustments as needed. Provide floor support as needed. Applies VBH-PA policies and procedures consistently Maintains confidentiality and ethical and professional standards Initiates and maintains positive and productive relationships with providers and internal/external customers. Develop Policy and Procedure workflows for process improvements to meet departmental objectives. Facilitate regular staff meetings for dissemination of operational and administrative information to the Customer Service Staff. Supervise the receipt, investigation and resolution of escalated issues in a timely and highly effective manner.
Knowledge, Skills & Abilities: Basic computer skills required, including Microsoft Word and Excel Strong customer service orientation Excellent verbal and written communication skills
Beacon Health Options is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment. EOE/AA/M/F/Veterans/Disabled.
At Beacon Health Options, our candidate's data privacy is a top priority. Our recruiting team conducts all communications using official company email (@BeaconHealthOptions.com). Only candidates who have applied for an open position through our Careers page (careers.beaconhealthoptions.com) will be engaged in our interview process. Beacon conducts all interviews in person or over the phone. At no time during the recruiting process will any Beacon recruiter request any financial or personally identifiable information from you.