Supervisor of Customer Service

Job description

The vision of Colorado Access is to have healthy communities transformed by the care that people want at a cost we can all afford. Our mission is to partner with communities and empower people through access to quality, affordable care. Why should you consider a career with Colorado Access? We are a Colorado-based company, working to improve the health of our state. We care for individuals, families, and children who receive health care under Child Health Plan Plus (CHP+) and Health First Colorado (Colorado's Medicaid Program). Our focus is driving improvements in quality, member experience, outcomes, and cost. We are a mission-driven organization whose foundation is built by our vision, supported by our values and pillared by diversity, equity and inclusion. 1. Find work/life balance: We offer PTO, floating holidays, nine company paid holidays, a hybrid work environment, an Employee Assistance Program and a 401K. 2. Be a part of something bigger and make an impact: We serve the underserved and most vulnerable populations in our community through access to quality and affordable health care. No matter what you do for Colorado Access, you are impacting our community and making a difference. 3. Sharpen your skills, learn, and grow: We support your continued development through tuition reimbursement, leadership training, promotion opportunities, performance evaluations, employee recognition, and a language pay stipend. What you will do: We are looking for a SUPERVISOR OF CUSTOMER SERVICE who can help shape our vision and support our mission. Here is what the position will look like. • Manages day-to-day activities of the call center. Monitors call flow and make adjustments as necessary to ensure call metrics are met. Recommends and manages improvements to automate processes, improve customer satisfaction, and decrease costs. • In coordination with the Manager of Customer Service, ensures call metrics and service level agreements are met. • Identifies and reports problems and trends and recommends solutions which impact call volume, training opportunities, and case resolution. • Establish monitor and adjust call center work schedules to meet the needs of the Customer Service department. • Serves as primary contact for Customer Service Representatives. Manages and provides guidance on complex and urgent customer inquiries regarding eligibility, pharmacy, benefits, claims, and other relevant topics. • Provides leadership and direction to Customer Service Representatives including career development, coaching, and mentoring. Responsible for tracking performance of direct reports, and the delivery of performance evaluations and disciplinary actions, including but not limited to written warnings, as necessary. Maintains written documentation of performance, including a chronology log or other documentation tools. • Assists in development of call center policies and procedures, department standards for quality, customer service and performance. Responsible for staff performance and compliance with departmental standards, policies and procedures. Tracks, monitors and reports individual and team performance. • Manage Member Grievance processes. Ensures grievances are thoroughly investigated, resolved timely, and in accordance with regulatory and contractual requirements, and meets compliance expectations. • Maintains Member Grievance notices and monitors grievance trends and risk factors and reports these to the department manager, product line leadership, Compliance, Quality and others as necessary. • Oversees the language interpretation services. Responsible for arranging, coordinating, and approving language interpreter service requests for members of all programs over the phone and at accepted physical locations. Coordinates the reconciliation of all language interpretation services invoices. Tracks and projects interpreter service usage to assist with the annual budget process. • Interacts with internal and external personnel to develop and maintain effective communication to resolve issues and inquiries related to customer service. What you will bring: Education: Bachelor's degree in Business, Healthcare Management is preferred. Equivalent combination of experience and/or education may substitute with a preference for four years progressive relevant work experience. Experience: Three years’ experience in healthcare or a call center environment. Supervisory experience is preferred. Knowledge, Skills, and Abilities: Knowledge of healthcare and strong understanding of Colorado Medicaid and managed care preferred. Must have excellent written and verbal communication skills, customer service skills, ability to work independently. Demonstrates support for the company’s mission, vision and values. Must have strong time management skills, strong interpersonal skills and a strong working knowledge of database and spreadsheet programs, particularly Access. May be required to manage multiple priorities and projects with tight deadlines. Requires the ability to use complex processes and procedures to facilitate quality outcomes and/or resolutions. Licenses/Certifications: A valid driver's license and proof of current auto insurance will be required for any position requiring driving. Together we will be: an innovative and collaborative team who supports each other, the employees and vision of the company to reach our goals individually, together and as an organization. Pay, Perks and Benefits at Colorado Access: The compensation for this position is $72,500.00 - $76,000.00 annually. Colorado Access has provided a compensation range that represents its good faith estimate of what Colorado Access may pay for the position at the time of posting. Colorado Access may ultimately pay more or less than the posted compensation range. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate, departmental budget availability, internal salary equity considerations, and available market information, but not based on a candidate’s sex or any other protected status. In addition to being part of a mission driven organization serving our community, as an eligible Colorado Access employee, you’ll receive a generous benefits package, that includes: • Medical, dental, vision insurance that starts the first day of the month following start date. • Supplemental insurance such as critical illness and accidental injury. • Health care and dependent care flexible spending account options. • Employer-paid basic life insurance and AD&D (employee, spouse and dependent). • Short-term and long-term disability coverage. • Voluntary life insurance (employee, spouse, dependent). • Paid time off • Retirement plan • Tuition reimbursement (based on eligibility). • Annual bonus program (based on eligibility, requirements and performance). Where you will work: This position will be a hybrid model work environment, a blend of ‘In-Office’ and ‘Remote.’ We are not able to support out of state employees at this time as we continue to serve our members and community in the metro Denver area and across the beautiful state of Colorado. Colorado Access is committed to providing equal opportunities to all people regardless of race, color, national origin, age, sex, genetic information, religion, pregnancy, disability, sexual orientation, veteran status or any other status protected by applicable law. We strive to maintain a work environment that is free from unlawful harassment and discrimination.