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Customer Contact Center Supervisor
Kaiser Permanente
Spokane, WA
Job Number: 172376Date posted: 08/25/2017
Description:DescriptionLead a team of Customer Service Specialists to assure services are provided in accordance with contract requirements, performance guarantees, regulatory requirements and consistent with customer satisfaction indices. Resolve complaints and inquiries and provide education to customers including members, prospective members, providers, other insurance carriers, agents/brokers, attorneys, employer groups and other member or provider representatives in writing, in person and over the telephone. Issues may be health plan related (e.g. medical coverage, claims, referrals, eligibility), delivery system issues (e.g. appointment access, medical center service complaints, physician selection, fee quotes, patient billing issues) and governance issues (e.g. voting member information, consumer governance policies). Handle complex issues and customer calls escalated by Customer Service Specialists.
Qualifications
Education
Minimum Education Requirements
Associates Degree Relevant field. Equivalent experience may be accepted in lieu of education. 

Preferred Education
Bachelors degree in Business Administration, Healthcare Administration or related discipline, or equivalent management experience in team supervision. 

Knowledge/Skills
Minimum Knowledge/Skills Requirements
Leadership skills. Advanced training on a variety of health plan issues. Ability to interpret policies and procedures. Ability to comprehend and articulate complex issues. Communication skills. Ability to exercising discretion on sensitive and confidential matters. Ability to ensure compliance of industry regulations and attainment of organization’s timeliness and accuracy goals through efficient workflow management analysis and practices. Computer skills in a Windows environment, including MS Word, Excel and Access. 

Preferred Knowledge/Skills
Leadership skills in a contact center environment. 

Experience
Minimum Experience Requirements
2 years Demonstrated knowledge of healthcare/contact center industry standards and competence in managing complex human resources and customer service issues. 1 year experience supervising contact center personnel. 

Preferred Experience
3 years experience supervising contact center personnel in the health insurance field. Experience in using queue monitoring and call tracking software and in interpreting the resulting reports. 

License/Certifications
Minimum License/Certifications Requirements
At time of hire State of Washington Life and Disability license. 

Preferred License/Certifications
None Required  


Kaiser Permanente is an Equal Opportunity Employer committed to a diverse and inclusive workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, marital status, age, sexual orientation, gender identity or expression, or any other legally protected status.


Job Type: StandardEmployee Status: RegularJob Level: Team LeaderJob Category: Customer ServiceTravel: No Submit Interest
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