Customer Care Supervisor
Company: Magellan Health
Location: Rancho Cordova
Posted on: January 12, 2022
Primary function is to supervise the customer care staff
responsible for responding to telephone inquiries from providers
and members as they relate to eligibility, benefits, claims, and
authorization of services. Supervises the staff in the
implementation, servicing, and maintenance of accounts and account
related activities. Manages the customer care management (CMC) and
supports services (if applicable) to ensure compliance with
policies, procedures and customer requirements.
Measures performance and productivity against the standards.
Ensures the care center is meeting telephone access standards for
Provides routine staff supervision activities regarding staffing,
disciplinary actions and performance appraisals.
Interviews and screens applicants for positions within the
Monitors and evaluates data from the call tracking and call
management telephone system for accuracy, completeness, inquiry
response time and performance issues.
Ensures associates are given their QI scores, monthly report cards,
and their productivity statistics individually.
Ensures motivational programs are being utilized.
Manage the department`s customer/support services quality
improvement programs to ensure member and provider
Identifies training needs for the Customer Service Unit in
developing specific training programs for the Service Center.
Responsible for the training and development of lower level staff
and maintaining a teamwork environment.
Manages the complaint and grievance process.
Coordinates with sales account management and regional staff to
provide smooth implementation of new business within the Care
Center and Support Services.
Other Job Requirements
Healthcare call center environment., Minimum 5 years' experience in
a call center environment and 2 years' supervisory experience.
Must possess service excellence attitude.
Demonstrated track record of managing change with proven
Ability to identify individual and team developmental needs.
Ability to effectively coach and develop team members.
General Job Information
Customer Care Supervisor
Work Experience - Required
Customer Service, Supervisory
Work Experience - Preferred
Education - Required
GED, High School
Education - Preferred
License and Certifications - Required
License and Certifications - Preferred
Magellan Health, Inc. is proud to be an Equal Opportunity Employer
and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.
Every employee must understand, comply with and attest to the
security responsibilities and security controls unique to their
position; and comply with all applicable legal, regulatory, and
contractual requirements and internal policies and
Keywords: Magellan Health, Rancho Cordova , Customer Care Supervisor, Other , Rancho Cordova, California
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