HRA Call Center Supervisor

Job Title: HRA Call Center Supervisor

Exempt Status: Exempt

Division: HRA Operations

Reports to: Director, HRA Operations

Location: Tampa

Episource, with over 1,500 employees worldwide, is a leading provider of risk adjustment services and solutions for health plans. Our services help Medicare Advantage, Commercial/Exchange, and Medicaid managed care plans improve and support accurate reimbursement in a post-Affordable Care Act market. Our services include retrospective chart reviews, medical record retrieval, HEDIS/ACO quality reporting, and data analytics, allowing payers and providers to dramatically reduce costs and improve quality of care

Job Summary:

Responsible for the day to day activity and development of agents within a complex call center environment. Regularly conducts coaching feedback with agents to ensure maximum quality and production of outreach Coordinators. Responsible for creating and fostering an environment where agents are motivated, counseled, engaged and committed to providing excellent interactions resulting in meeting/exceeding scheduled rates, call quality guidelines and all other key performance metrics. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

Responsibilities:

  • Monitor and evaluate agent performance, daily/weekly/monthly including calls and after-call/work monitoring, utilizing call recording and quality assurance applications, review productivity and attendance reports and coach agents to improve performance
  • Promote teamwork and agent development through consistent interaction, effective coaching and creating an engaging team environment
  • Meet monthly key call center performance goals including, quality, productivity, aht, vph, scheduled rates, decline rates, contact rates, and other key performance indicators
  • Responsible for scheduling staff based on project volume and managing Outreach team coverage for PTO/Sick etc.
  • Conduct agent coaching sessions weekly/monthly with documentation as well as conduct formal agent performance reviews, including annual goal-setting/performance development plan, mid-year reviews and final year end performance review
  • Report, analyze and resolve system, customer and operational issues that impact service quality; Strive to provide all clients/members with outstanding customer experience.
  • Assist Call Center Agents with career development
  • Ensure that agent/provider/member/client questions and problems are resolved properly and quickly. Address challenging customers/NPs/agents and challenging problems with outstanding customer service and attention to detail
  • Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QA, and all other relevant business units of the company to facilitate problem solving.
  • Use personal judgment and initiative to develop effective and constructive solutions to challenges and obstacles in activities and procedures
  • Provide afterhours/on call support during weekends/holidays as related to member rescheduling process as needed
  • Answer incoming calls and complete confirmation/reminder calls as needed
  • Requires an individual to maintain the ability to work in an environment with PHI / PII data
  • May be assigned other duties
  • Must maintain compliance with all company policies and procedures.
  • Must be able to work second shift hours up to 11pm

Education / Requirements:

  • Associate degree in related field, but experience and/or other training/certification may be substituted for the education
  • Bachelor’s degree in related field is preferred
  • Excellent verbal and written communication skills, including ability to effectively communication with internal and external customers with strong presentation and facilitation skills
  • Knowledge of HIPAA Compliance rules and regulations a plus.
  • Professionalism in appearance, communications and demeanor
  • Must be able to work independently with limited supervision
  • Must be organized and detail oriented

Physical Requirements:

  • Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting productivity standards.
  • Must be able to lift and carry up to 35 lbs.
  • Must be able to talk, listen, speak and view (close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus) as required to read printed material on paper and similar medium, on a PC or similar electronic devices

EEO POLICY STATEMENT:

Episource, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Episource, LLC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.

Episource, LLC expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Episource, LLC employees to perform their expected job duties is absolutely not tolerated.