MRR Call Center Supervisor – Tampa, FL

Job Title: MRR Call Center Supervisor                    

Exempt Status: Exempt

Division: MRR Operations                          

Reports to: Manager, Outreach

Location: Tampa, FL

 

Episource, with over 3,000 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:

The Outreach Supervisor is responsible for supervising the daily activities of the Call Center Agents or Outreach Consultants. The Supervisor will be responsible training, guiding and supporting the Call Center Agents or Outreach Consultants to execute their tasks. The Supervisor will be responsible to resolve problems that impact Call Center Agents operations performance.  They prepare and develop schedules to maintain adequate staffing levels; monitor and evaluate each individual and the team’s performance and generates productivity and related reports as directed by the Outreach Manager.

Responsibilities:

  • Plan and supervise the daily activities of call center agents and outreach consultants, including assignment and effective communication of ongoing responsibilities, daily tasks and special projects.
  • Ensure each team members acquires the appropriate training and support needed to be successful in their roles.
  • Ensure each team member understands the systems and applications needed to conduct the requirements of their roles.
  • Prepare and manage schedules for the team, monitor attendance of staff, scheduling breaks and shifts as necessary and according to the guidelines of the assigned projects.
  • Partner with IT, facilities and other departments and vendors as needed to ensure the team has the necessary tools to effectively and efficiently complete daily tasks.
  • Serve as an information resource to answer Outreach Manager, logistic team, client services and other department managers, participating in meetings and huddles as required.
  • Communicate solutions, successes and opportunities of the team to the Outreach Manager.
  • Support, practice and ensure compliance by team, of all Episource policies.
  • Ensures each team member is meeting performance expectations.
  • May be assigned other duties.
  • Must maintain compliance with all company policies and procedures.

Education / Requirements:

  • Minimum HS Diploma/Associate’s/Bachelor’s/Master’s degree preferred.
  • Minimum of 2-3 years’ experience within call center environment.
  • Preferred: Bachelor’s Degree or higher degree in healthcare or business.
  • Strong prior experience supervising or managing a team of 10+ in a call center environment with a verifiable ability to lead, inspire and support individuals and team under supervision.
  • Strong communication skills, both written and oral as well as strong office/administrative skills.
  • Basic understanding of medical terminology and ability to handle healthcare documentation confidentially. (i.e. HIPAA and PHI)
  • Strong computer skills in Microsoft Suite as well as Excel reporting.
  • Possess excellent written, verbal, interpersonal communication skills, and the ability to problem solve and manage data with great attention to detail.
  • Must have excellent time management skills, be highly organized, self-motivated, ability to plan and prioritize effectively and able to work under a project based, deadline oriented format with minimal day-to-day supervision.

PHYSICAL REQUIREMENTS:

  • Must be able to lift and carry up to 20 lbs.
  • Prolonged sitting, some bending, stooping and stretching, requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
  • Normal range of hearing and eyesight to record, prepare and communicate appropriate reports
  • 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, transfer, leave 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.