Use the reporting capabilities of the telephone system to review call volume and staffing to verify that performance meets or exceeds commitments.
Act as an escalation point of contact for specialized area calls such as dental, professional, or institutional provider areas.
Conduct in-process quality review checks to ensure that call center staff are in conformance with the operational procedures for resolving member inquiries.
Available to work from 7:00 AM to 6:00 PM Mountain Time on all State business days, Monday through Friday (excluding Wyoming State holidays).
Responsible for supervising daily performance of call center representatives; coach and develop team members in all aspects of performance including, but not limited to metrics and behaviors related to the customer experience.
Conduct performance evaluations, may assist in the employment decision, sets performance goals and objectives; manage employee issues regarding attendance, performance, conduct, and delivers appropriate corrective action as needed.
Communicate policy updates and company information through team meetings, huddles and one-on-one development sessions.
Make sure correct procedures are followed and routinely give directions to call center representatives on what to do and how to improve.
Assist representatives in dealing with customer concerns by stepping in, offer advice, or authorize a special adjustment.
Schedule Call Center Representatives to ensure adequate coverage.
Document all coaching/development sessions, utilizing designated tools, in a timely manner.
Interact with cross-functional support groups in order to manage the day-to-day operations.
Experience/Preferred Skills Required:
A college degree or equivalent with 5 years of experience in a related field.
Bilingual Spanish speaking a plus.
Have a Call Center Lead specialty, at a minimum for dental, professional, and/or institutional provider areas.
Prior experience with public health plans (or general health plan) and basic knowledge of billing/claiming and healthcare policy.
Ability to work a flexible schedule to meet the needs of the business and performance requirements.
Works cooperatively and collaboratively with all levels of employees, management, and external agencies to maximize performance, creativity, problem solving, and results.
Knowledge of management principles and familiarity with company policies.
About Us:
At CNSI, we strive to be the market leader and most trusted partner for innovative and transformative technology-enabled solutions that improve health outcomes and reduce costs. We're passionate about helping our clients improve the health and well-being of individuals and families. We succeed when our clients succeed.
Innovation and commitment to our mission are core to our DNA. And through our shared values, we foster an environment of inclusion, empowerment, accountability and fun! You will be offered a competitive compensation and benefits package.
CNSI is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, marital status, genetic status, family responsibilities, protected veteran status or any other status protected by applicable Federal, state, or local law. We are proud of our diversity and encourage all qualified applicants to apply.
Please note:This position will be available to start in the Summer of 2021
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
