Company Statement

For the last 80 years, EmblemHealth has been taking care of New York’s heart and soul, its people. Today, health care is more complex than ever. That’s why we’re at the forefront of change. We work alongside our customers to offer access to high-quality, affordable care, help navigate the health care experience, and make good health achievable; because everyone deserves to be taken care of. We deliver on our mission every day by living our values with our colleagues, members, clients and partners. It begins with caring and respecting all those we work with. We believe a culture of diversity and inclusion is vital to serve our unique and diverse customers. We seek for continues improvement and innovation and believe being agile and nimble is our advantage. We bring a strong sense of partnership to every relationship – internally and externally. The EmblemHealth family of companies offers competitive health, welfare, and retirement benefits as well as incentive pay plans and more.


To protect the health and safety of our workforce, members, patients, and the communities we serve, the EmblemHealth family of companies require all new employees to be fully vaccinated for COVID-19. Exemption/reasonable accommodations may be granted because of 1) a qualifying medical condition or disability that makes getting the vaccine unsafe for the individual, or 2) objection on the basis of sincerely held religious beliefs and/or practices.

Supervisor, Call Center - Bilingual Spanish Preferred (Hybrid)

📁
Operations
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ConnectiCare
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Summary of Position

  • Develop, supervise, and audit the telephone call center staff to consistently achieve departmental goals and create an effective interface between internal and external customers.
  • Monitor staff to ensure compliance with departmental and corporate policy, procedures, and standards of performance.
  • Ensure appropriate scheduling/allocation of staff to provide coverage for normal and peak customer demand periods


Principal Accountabilities

  • Develop, supervise, and evaluate assigned staff (up to 20+ employees).
  • Develop, communicate and monitor performance expectations and plans for all direct reports; conduct performance reviews within specified time frame. Provide feedback on a regular basis.
  • Apply personnel policies to ensure the continual development of staff; act as a coach and mentor for staff to assist with the resolution of employee performance issues.
  • Maintain an environment of quality improvement through continuous evaluation of processes and policies. Lead and develop teams to quickly diagnose root causes to problem areas.
  • Conduct phone audits of Call Center staff to ensure quality in product knowledge, customer service and effectiveness of training.
  • Identify and recommend new technologies and process efficiencies.
  • Track and report statistics on unit activity, response times, quality results, and other measures that affect departmental objectives.
  • Perform other related projects and duties as assigned.
  • Interact with staff to enhance procedures and workflows within Customer Service and other Departments.
  • Interact with various departments throughout ConnectiCare to identify, address and resolve questions, procedures and issues surfacing through communication and contact with members, providers, and facilities.

Requirements:

  • Bachelor’s Degree required; additional years of related experience/specialized training may be considered in lieu of educational requirements
  • 3 – 5 years of relevant professional work experience required
  • 1+ years of experience managing staff and processes in a customer service environment required
  • Telephone customer service experience preferred
  • Prior experience in a healthcare organization, medical office, sales/service, or billing environment preferred
  • Excellent communication skills (verbal, written, active listening, interpersonal) with all levels/types of staff required
  • Demonstrated analytical and collaborative problem-solving skills required
  • Knowledge of medical terminology and procedural coding, provider reimbursement, coordination of benefits and all types of medical claims preferred
  • Previous system user experience in a highly automated environment required
  • Proficient in MS Office (Word, Excel, Powerpoint, Outlook, etc.) required
  • Knowledge of telephone system technology, especially ACD mechanics preferred

EEOC Statement

We are committed to leveraging the diverse backgrounds, perspectives and experiences of our workforce to create opportunities for our people and our business. We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or any other characteristic protected by law.

Sponsorship Statement

Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws and regulations, EmblemHealth may provide work visa sponsorship for certain positions.

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📁 Operations