Responsible for providing customer support service to patients, by responding to patient inquiries, preparing correspondence and investigating patient issues.
Train newly-hired CSRs on client-specific competencies
Review daily productivity reports and Key Performance Indicators (KPIs) adjust schedules and provide coaching to CSRs as necessary
Review recorded customer service calls to evaluate.
Oversee employee schedules in order to ensure that program goals and KPIs are being met
Knowledge of interviewing techniques and the ability to identify quality candidates
Responsible for evaluating team performance, setting goals and overseeing the completion of these goals
Ability to effectively communicate goals and objectives as well as motivate a team to achieve them
Demonstrated ability to multitask in a fast-paced environment
Ability to motivate a team to do their best in order to reduce turnover and promote workplace satisfaction
Must be able to have corrective action in place to meet performance requirements.
Ability to coach, mentor and correct call center staff
Record the call numbers/statistics and data flow for predicting future business demands
Ensure daily reporting is turned into SVP at end of day
Partner with the client to maintain high quality of service and current product/procedural information
Requirements Job Requirements -Knowledge of how to read EOB's and medical terminology -Experience working in medical call center -Excellent communications skills. -Excellent systems experience and acuity -Experience level: 7+ years Associated topics: customer service manager, customer service team manager, guide, guidance, lead, management experience, manager, monitor, operations, review
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.