Position Overview:
The Supervisor, Client Experience will be responsible for the management and oversight of the Customer Care Specialists and their activities in the Contact Center within the Price Optimization team. The Supervisor will ensure that quality standards are being met, ensure that there is adequate call coverage and working with other Operations staff to ensure excellent customer service and maximization of savings retention is achieved.
Key Responsibilities:
Coordinate training of team members on all lines of business supported by the contact center. Establish performance goals and manage performance for assigned employees. Coach and train employees toward performance and development objectives, including handling of performance reviews.
Manage and improve contact center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs. Manage staffing levels and coverage to optimize performance, including planning, assigning, and directing work.
Ensure team performance standards and goals are met to ensure timeliness and turn-around times meet client expectations as well as to meet revenue/savings expectations.
Partner with Manager, Customer Care to develop processes and procedures to ensure uniformity in resolving provider inquiries. Including preparing call center performance reports by collecting, analyzing, and summarizing data and trends.
Resolve inquiries by researching and exploring answers and alternative solutions; implement solutions with Manager; escalate unresolved problems to the appropriate department.
Ensure compliance with HIPAA regulations and requirements.
Participate in the hiring, PTO management and payroll responsibilities for the team
Perform other job-related duties as required.
Professional Experience:
3+ years' experience supervising and leading team members in call center environment
3+ years' experience in healthcare claim processing
Solid understanding of payment integrity and cost containment, as well as healthcare terminology, client and PPO network contracts, client contracts and other factors that impact resolving provider inquiries and issues
Experience implementing quality and training programs
Technical Skills:
Excellent customer service & telephone skills
Outstanding written & verbal communication skills
Strong prioritizing & organizational skills
Computer proficiency and technical aptitude with the ability to utilize the Zelis operating system (priZem)
MS Outlook, MS Word, and proficiency in Excel
Proficiency with web browsers including Internet Explorer and Google Chrome
Education:
Bachelor’s Degree preferred but not required
Work Environment:
Travel requirements to (primarily) domestic destinations should not exceed 5%.
A standard work week exists but with the understanding that additional time/effort outside of the usual parameters can/will occur based upon the overall needs of the integration, where deadlines exist and when necessary due to the needs of the integration team.
A standard business environment exists with moderate noise levels.
Ability to lift and move approximately thirty (30) pounds on a non-routine basis.
Ability to sit for extended periods of time.
Location and Workplace Flexibility: We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture and all of our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies.
Zelis is modernizing the healthcare financial experience by providing a connected platform that bridges the gaps and aligns interests across payers, providers, and healthcare consumers. This platform serves more than 750 payers, including the top 5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, and millions of healthcare providers and consumers. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients.
Commitment to Diversity, Equity, Inclusion, and Belonging
At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.
Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
We encourage members of traditionally underrepresented communities to apply, even if you do not believe you 100% fit the qualifications of the position, including women, LGBTQIA people, people of color, and people with disabilities.
Accessibility Support
We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com.
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