Supervisor, Customer Care
Company: Magellan Health
Location: Rancho Cordova
Posted on: August 7, 2022
Job Description 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 Magellan.
Provides routine staff supervision activities regarding staffing,
disciplinary actions and performance appraisals. Interviews and
screens applicants for positions within the department. 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 satisfaction.
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
Responsibilities 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 results. Ability to identify individual and team
developmental needs. Ability to effectively coach and develop team
members. General Job Information Title Supervisor, Customer Care
Grade 22 Work Experience - Required Customer Service, Supervisory
Work Experience - Preferred Education - Required GED, High School
Education - Preferred Bachelors 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 procedures.
Keywords: Magellan Health, Rancho Cordova , Supervisor, Customer Care, Other , Rancho Cordova, California
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