Call Center Supervisor
Location: New York
Posted on: October 26, 2024
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Job Description:
Health
For nearly 40 years, our client has partnered with federal, state
and local governments to make public health insurance programs run
effectively for the individuals and families they serve. We provide
complete solutions, making large, complex systems and programs run
smoothly. We support communities and reach out to individuals,
helping them get the services they need to improve health
outcomes.
EDUCATION/EXPERIENCE: Associate's or Bachelor's degree from an
accredited college or university; a minimum of one year of
supervisory experience in a health or social services field with a
High school diploma or equivalency required, or related customer
service functions; experience working with culturally and
linguistically diverse populations in a courteous and effective
manner.
JOB
RESPONSIBILITIES:
1. Supervise call center operations and all related Exchange Call
Center activity for Tier 1 or Tier 2 CCRs.
2. Monitor the performance of Tier 1 or Tier 2 Call Center
Representatives (CCRs# and provide feedback and education to staff
to improve performance.
3. Assist with the development and implementation of procedures
pertinent to the effective and efficient operation of the Exchange
Call Center, and assist with establishing performance goals and
measurements for Tier 1 or Tier 2 CCRs.
4. Assist Tier 1 or Tier 2 CCRs in responding to customer inquiries
regarding the insurance affordability programs, Advanced Premium
Tax Credits #APTCs#, modified adjusted gross income #MAGI#,
qualified health plans #QHPs), and Medicaid managed care program,
community resources, and options for client inquiry resolution
programs.
5. Work closely with the Quality Assurance/Training Manager
regarding staff performance and training needs.
6. Performs other duties as may be assigned by the Call Center
Supervisor or Management.
Keywords: , New York , Call Center Supervisor, Administration, Clerical , New York, New York
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