Operations Supervisor - Customer Service Advocacy Team

Be part of the changing landscape of healthcare. CareCentrix is committed to making the home the center of patient care.

As an Operations Supervisor, you will supervise a team of non-exempt contact center associates within Patient Experience Operations. Monitors performance and productivity of individuals and the team and takes appropriate action to ensure department goals are met including, but not limited to regular scheduled and just-in-time coaching, recommending re-training, performance management and mentoring associates. Manages payer, provider and patient complaint resolution. Consistently identifies areas of opportunity/process improvement within department and recommends solutions as necessary.

Furthermore, the Supervisor is expected to be the key driver and owner for managing customer issues within the Customer Advocacy Team to the point of resolution. This position is responsible for defining priorities among the escalated issues as well as monitoring to ensure that escalated issues are properly tracked and maintained.

Schedule: Monday - Friday, 8am - 5pm EST

In this job you will:

• Work with team leads to ensure service level metrics are achieved through regular scheduled and just-in-time coaching (Ulysses methodology).
• Manage incident response and effective follow-up and tracking of issues to resolution.
• Support management in driving strategic direction at the lead and staff level.
• Support leads on escalated interactions, 3rd point of contact.
• Partner with senior business leaders to meet corporate objectives, understand requirements, and present findings.
• Support cross-functional process improvement efforts.
• Manage ongoing updates and technical documentation surrounding the escalation process, engagement, and escalation process flow.
• Distinguish anomalies from standard error-issues to appropriate support based on escalation volumes.
• Present finds and recommendations to key decision makers at various management levels.
• Processing of all direct reports timecards and ensuring all associates are completed.
• Reward and recognize associates monthly for performance above and beyond expectations.
• Perform interviews for new hires and tracking for all requisitions at all levels.
• Reviews and adheres to all Company policies and procedures and the Employee Handbook.
• Other duties as assigned.

You should get in touch if you have:

• Associate's Degree or the equivalent work experience plus a minimum of one years of experience in a lead/supervisory role.  
• Experience in managing escalated calls and providing Tier II/Tier III level support desired.
• Demonstrated success in leading others.
• A minimum of 2 years of experience in operations, preferably in the medical, insurance or healthcare field is also required.
• Knowledge of Excel, Word and Outlook is also required.

What we offer:

• Annual salary of $50000 - $65000 / year plus bonus incentives
• Full range of benefits including Health, Dental and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match.
• Generous PTO, 401K Savings Plan, Paid Parental Leave, free on-demand Virtual Fitness Training and more.
• Walgreens Discount - receive up to 25% off eligible items
• Advancement opportunities, professional skills training, and tuition Reimbursement
• Great culture with a sense of community.

CareCentrix maintains a drug-free workplace.

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We are an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law.

CareCentrix accepts applications on an ongoing basis until a candidate is identified.