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.
Supervisor, Customer Service - (Hybrid)
Summary of Position
• Manage the day to day responsibilities of telephone performance, coaching/counseling the customer service team, and
inventories of offline work including eCorrespondence, social media, and HIPAA/Privacy form updates.
• Responsible for systemic testing related to updates to the CRM and the website portal; assist in training initiatives.
• Drive weekly meetings with call center management of other call centers and regularly attends configuration/grooming
sessions for new systems and software.
• Provide recommendations for process improvements.
Principal Accountabilities
• Manage staff production and performance in order to meet corporate performance goals.
• Provide ongoing coaching and feedback to staff.
• Provide staff with appropriate resolution technique for sensitive calls, especially of a high priority nature.
• Serve as point/escalation person to answer the most complex telephone inquiries.
• Identify and coordinate staff training needs to ensure uniform, professional responses.
• Plan and organize the daily operation of the Service Department, including the processing of payroll for staff.
• Monitor and review attendance of staff to ensure proper levels of coverage.
• Analyze and trend inquiry types to identify process improvement opportunities, including development of educational
material for staff.
• Monitor and optimize inventory levels of eCorrespondence, social media and HIPAA form updates to ensure timely
resolution.
• Regular attendance is an essential function of the job.
• Perform other duties as assigned or required.
Education, Training, Licenses, Certifications
• Bachelor’s Degree.
Relevant Work Experience, Knowledge, Skills, and Abilities
• 3 – 5+ years of relevant, professional work experience. (R)
• 3+ years of customer service experience, preferably in operations or in a call center environment. (R)
• 3+ years of claims related experience. (R)
• Additional years of related experience/specialized training may be considered in lieu of educational requirements. (R)
• Proficient with MS Office (Word, Excel, PowerPoint, Outlook, Teams, SharePoint, etc). (R)
• Strong communication skills (verbal, written, presentation, interpersonal) with all types/levels of audience. (R)
• 2+ years of supervisory experience in a customer service or health care environment. (P)
• Extensive knowledge of insurance contracts, medical, hospital and dental procedures. (P)
Security Disclosure
If you are offered a job from one of the EmblemHealth family of companies that includes ConnectiCare, AdvantageCare Physicians, and WellSpark, the offer confirmation email will come from “HRTalentAcquisition” with the subject line: “Offer of Employment for (job title)” – Please respond online”.
We never ask you to join a Google Hangout, request you to purchase your own equipment or pay to apply. We do not send email from a third-party email service such as Yahoo or Gmail.
Pay Disclosure
A good faith estimate of the compensation range for individuals hired to work for the EmblemHealth Family of Companies is provided. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, internal peer equity, and market and business considerations. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. It is not typical for an individual to be hired at or near the top of the range, as compensation decisions depend on each case’s facts and circumstances. Union roles covered by a collective bargaining agreement will compensate in accordance with the union contract.
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/gender, sexual orientation, gender identity or expression, pregnancy or related condition, marital status, 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.