Description

American Specialty Health Incorporated (ASH) is seeking a Supervisor to join our ASHCare Managed Services department.

The primary function of this position is to supervise staff ensuring that processes are followed correctly, calls are answered correctly, issues are handled properly, appointments are scheduled timely, and overall customer service is provided in accordance with ASHCare policies and procedures to meet performance standards and customer expectations.

• Remote Worker Guidelines: This position will be trained remotely and must be able to work from home (WFH) in a designated work area with company-provided technology equipment. This WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network (minimum 50 Mbps download and 50 Mbps upload speed.)

Responsibilities

• Monitor, evaluate performance, counsel, coach, train and develop team members.
  • Monitors the processes and time frames to ensure performance standards, performance guarantees and goals are met.
  • Perform quality audits and provide effective coaching, development and recognition.
  • Monitor staff to maintain quality and accuracy of information.
  • Counsel on barriers representatives are encountering.
  • Maintain Member Concierge scorecards and with each Member Concierge on a least a monthly basis to review performance against goals.
  • Meet with team members as needed to address, improve and manage to performance expectations.
  • Identify training needs and coordinate informal and formal training.
  • Set and communicate annual goals and review performance against those goals monthly.
  • Monitor KPI reporting daily to proactively identify issues or challenges and take action to address and avoid negative outcomes.
  • Coordinate and conduct regular team and 1:1 meetings.
  • Prepare annual performance evaluations to be delivered timely.
  • Keep staff apprised of new contracts and program designs.
  • Identify and collaborate with Management in developing and implementing processes to increase efficiency and accuracy in a rapidly growing environment.
  • Handle customer escalations and leverage these as opportunities to develop these skills with team members.
• Administrative and other Duties.
  • Maintains organization knowledge management resources including but not limited to shared inboxes, SharePoint, work instructions, job aides and Customer Response Documents.
  • Administration of member cost share, processing payments and refunds as needed.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• High School Diploma or GED certificate required. If GED certificate, 3 years of service with ASH required.
• Some college preferred.
• 2 years experience with Call Center or Customer Service operations, preferably in a Managed Care or Health Care environment required.
• 3 years general office experience including administrative support and project management preferred.
• Experience supervising or leading a team in a call center environment, with specific experience in call center operations, goal setting, performance management, resolving complex calls and issues, and quality analysis and initiatives. required.
• Computer proficiency in MS Office; Outlook, Word, Excel, SharePoint experience required.
• Proficiency in call center phone, computer and system navigation.
• Organized, results oriented team player with demonstrated leadership abilities.
• Strong verbal and written communication skills.
• Demonstrated ability to meet or exceed all performance goals.
• Demonstrated ability to coach, develop, set goals and manage performance.
• Demonstrated knowledge and understanding of call center Workforce Management, scheduling and staffing basics.
• Demonstrated knowledge, understanding and use of Key Performance Indicators to identify root causes, develop action plans and manage through to resolution.

Core Competencies

• Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Demonstrated accuracy and productivity in a changing environment with constant interruptions.
• Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions.
• Ability to exercise strict confidentiality in all matters.

Mobility

• Primarily sedentary, able to sit for long periods of time.

Physical Requirements

• Ability to see, speak, and hear other personnel and/or objects. Ability to communicate both in verbal and written form. Ability to travel within and around the facility or Work from Home (WFH) environment. Capable of using a telephone, computer keyboard, and mouse. Ability to lift up to 10 lbs.

Environmental Conditions

• Work-from-home (WFH) environment.

American Specialty Health is an Equal Opportunity/Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth, related medical conditions, breastfeeding, and reproductive health decision-making), gender, gender identity, gender expression, race, color, religion (including religious dress and grooming practices), creed, national origin, citizenship, ancestry, physical or mental disability, legally-protected medical condition, marital status, age, sexual orientation, genetic information, military or veteran status, political affiliation, or any other basis protected by applicable local, federal or state law.

Please view Equal Employment Opportunity Posters provided by OFCCP here.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact our Human Resources Department at (800) 848-3555 x6702.

ASH 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 Company’s legal duty to furnish information.

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