The incumbent in this position acts as a subject matter expert (SME) in assigned unit, fields questions from staff, is able to provide appropriate issue resolution and escalation when needed, and assigns work/directs workflows for staff. Assists Supervisor/Manager with coaching, on-the-job training, monitoring work, mentoring new associates and driving results. This position may also serve as a back-up in production. Works with other departments to identify areas of opportunity/performance improvement and recommend solutions.
Act as First point of contact for escalated calls and requests
Responsible for the Assignment of work to Associates
Maintain Daily Boards updates-metrics, messages
Monitor and/or complete production, as applicable
Manages payer, provider and patient complaint resolution.
Works with supervisors and staff employees to drive efficient call volume activity and management.
Work with supervisors to create efficient work plans and daily assignments.
Supports cross-functional process improvement efforts.
Keeps abreast of technological and industry developments
Must perform other duties as required or assigned.
Promote staff reliability
Encourage frequent communication among all staff members
Must respond to calls/e-mails in a timely manner
Be proficient with entering information into CART system
Projects/spreadsheets – across all operations
Act as a resource for Customer Service Representatives, line staff-research process issues
Monitor sensitive State Reports
Develop and administer operational policy.
High School Diploma or the equivalent plus one year of experience in a CareCentrix Operations role. Knowledge of basic spreadsheet, word processing, and data entry with speed and accuracy is required. Has expert knowledge of department systems and processes, CareCentrix business protocols and regulatory knowledge. Ability to lead by example is also required.
CareCentrix maintains a drug-free workplace in accordance with Florida’s Drug Free Workplace Law.