Supervisor, Customer Service

About Us:
Santa Clara Family Health Plan (SCFHP) is a local, community-based health plan dedicated to improving the health and well-being of the residents of Santa Clara County. Working in partnership with providers and community organizations, we serve our neighbors through our Medi-Cal and SCFHP DualConnect (HMO D-SNP) health care plans.

About the Role:
The Customer Service Supervisor supervises the day-to-day activities of the Customer Service Representatives (CSRs) and Transportation Coordinators. This position participates in projects and tasks to support Customer Service operations in a manner that provides service excellence, maintains compliance with Medicare and Medi-Cal regulatory requirements and achieves Call Center key performance indicators.

Day to Day:
Supervise the day-to-day activities of the Call Center team including handling escalated calls from members and/or providers who wish to speak with a supervisor and availability to answer CSR questions and concerns throughout the day.

Review activity logs and make adjustments to staff coverage on various call queues to ensure timely handling of calls and non-telephone tasks.

Assist with the training of new hires and continued development of existing staff; work with management on updating and scheduling appropriate training sessions.

Provide input and assistance on the development and maintenance of training documents and desktop resources that support Call Center operations.

Serve as a backup to answer inbound phone lines during times of staff absence or increased call volume.

Regularly meet with CSRs to review individual performance related to service-level objectives and key performance indicators.

Provide feedback, coach and motivate CSRs.

Regularly meet with management to report the progress of the Call Center team.

About You:
Associate’s Degree in Healthcare, Business, or a related field, or equivalent experience.

Minimum four years of experience in a call center one year of which was in a supervisory or lead capacity.

Proficient in adapting to changing situations and efficiently alternating focus between telephone and non-telephone tasks to support Customer Service Department operations as dictated by business needs.

Prior experience with managed care plans, Medi-Cal and Medicare programs, and working with underserved populations.

Ability to conduct all necessary research to accurately identify complex issues, and provide guidance to other Customer Service Representatives for resolution.

Spanish, Vietnamese, Chinese, or Tagalog language bi-lingual skills.

Working knowledge and the ability to efficiently operate all applicable computer software including computer applications such as Outlook, Word and Excel.

Ability to use keyboard with moderate speed and high level of accuracy.

Excellent communication skills including the ability to express oneself clearly and concisely when providing service to SCFHP Plan members and providers over the telephone, in person or in writing.

Ability to think and work effectively under pressure and accurately prioritize and complete tasks within established timeframes.

Ability to assume responsibility and exercise good judgment when making decisions within the scope of the position.

Ability to maintain confidentiality.

Please review the full job description on our Career’s page:
https://phf.tbe.taleo.net/phf04/ats/careers/v2/viewRequisition?org=SANTCLAR2&cws=38&rid=3183
Job Type: Full-time
Benefits:
Dental insurance
Employee assistance program
Flexible spending account
Health insurance
Life insurance
Paid time off
Referral program
Retirement plan
Tuition reimbursement
Vision insurance
Education:
Associate’s Degree in Healthcare, Business, or a related field, or equivalent experience. (Required)
Experience:
Minimum four years of experience in a call center one year of which was in a supervisory or lead capacity. (Required)
Work Location: In person
Pay: $87,798.00 - $131,697.00 per year
Work Location: In person