CareCentrix

  • Supervisor - Operations - Customer Solutions

    Job Locations US-CT-Hartford
    Job ID
    2018-5681
    Category
    Customer Service Center
  • Overview

    This is an excellent opportunity to help shape the future of healthcare and drive innovation throughout the industry. CareCentrix is committed to making the home the center of patient care.

     

     

    Responsibilities

     

    This position supervises a team of non-exempt associates within assigned unit in 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.

    • Works with team leads to ensure service level metrics are achieved through regular scheduled and just-in-time coaching (Ulysses methodology).
    • Supports management in driving strategic direction at the lead and staff level.
    • Support leads on escalated interactions, 2nd point of contact.
    • Works with team leads and staff employees to drive efficient call volume activity and management through communication with the Workforce Management Team and call queue monitoring.
    • Supports cross-functional process improvement efforts.
    • Keeps abreast of technological and industry developments
    • 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 the lead associate and associate level.
    • Reviews and adheres to all Company policies and procedures and the Employee Handbook.
    • Other duties as assigned.

    Qualifications

    ATTRIBUTES / QUALIFICATIONS

    This position requires excellent communication (verbal and written), customer service and analytical skills as well as the ability to interact with all levels of management and a highly diverse population. Must have strong organizational and interpersonal skills and be able to effectively manage and prioritize multiple tasks, and demonstrate independent thought and critical thinking skills. Must be detail oriented, be responsive, problem-solve difficult situations with internal and external customers and with process and/or systems issues. Must convey a strong professional image, exhibit interest and a positive attitude toward the work and the company and demonstrate leadership qualities at all times.

     

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

                                                                                                         

     

     CareCentrix maintains a drug-free workplace in accordance with Florida’s Drug Free Workplace Law.

     

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