Candidates hired for remote positions must reside in Oregon, Washington, Utah, Idaho, Arizona, Nevada, Texas, Montana, or Wisconsin.
Job Title
Customer Service Supervisor - Bilingual
Exemption Status
Exempt
Management Level
Supervisor
Direct Reports
Customer Service Representatives
Manager Title
Customer Service Manager
Department
Member Customer Service
Requisition
24851
Pay & Benefits
Estimated hiring range $71,340 - $87,200 / year, 3% bilingual pay, 5% bonus target, full benefits. www.careoregon.org/about-us/careers/benefits
Posting Notes
This is a fully remote position, but you must reside in one of the listed 9 states.
Job Summary
This position is responsible for supervising the daily operations of a Customer Service team, including ongoing monitoring of procedures and performance to ensure customer satisfaction. This position also maintains an understanding of the strategic and operational direction of the Customer Service department and coaches’ staff accordingly. Work includes application of knowledge of The Oregon Health Plan, Medicaid, Medicare, Group, or Individual Medical, Dental and Mental Health. This position may provide occasional back up to Customer Service Representatives when service levels warrant assistance.
Essential Responsibilities
- Supervise the daily operations of a Customer Service team.
- Monitor and maintain performance metrics, including abandoned calls, wait time and other statistics related to call center management.
- Perform on-going analysis of data and information looking for opportunities for improvement in operational efficiencies.
- Perform effective analysis of telephone reports and report findings to the Customer Service Department and the Customer Service Manager and Director.
- Propose and implement effective policies, procedures, objectives, and practices to ensure the department consistently achieves CareOregon’s customer service standards.
- Manage quality and audit program by regularly conducting telephone quality reviews and participating in quality calibration sessions.
- Ensure Customer Service team effectively collaborates with other CareOregon departments and business partners.
- Act as a technical resource to Customer Service Representatives.
- Remain abreast of changes and advancements in the customer service arena.
- Collaborate with organizational development staff to develop and implement a training program for Customer Service Representatives and revise training program as needed.
- Create and update documentation and resource materials as needed.
- Provide back-up coverage to Customer Service Representatives as needed.
- Perform other duties and projects as assigned.
Employee Supervision
- Supervise team and recommend team direction and goals in alignment with the organizational mission, vision, and values.
- Identify work and staffing needs to meet work expectations; recruit and hire, using an equity, diversity, and inclusion lens.
- Plan, organize, schedule, and monitor work; ensure employees have information and resources to meet job expectations.
- Lead the development, communication, and oversight of team and individual goals; ensure goals, expectations, and standards are clearly understood by staff.
- Train, supervise, motivate, and coach employees; provide support toward employee development.
- Incorporate guidance from CareOregon equity tools into people leadership, planning, operations, evaluation, and decision making.
- Ensure team adheres to department and organizational standards, policies, and procedures.
- Evaluate employee performance and provide regular feedback to support success; recognize strong performance and address performance gaps and accountability (corrective action).
- Perform supervisory tasks in collaboration with Human Resources as needed.
Organizational Responsibilities
- Perform work in alignment with the organization’s mission, vision and values.
- Support the organization’s commitment to equity, diversity and inclusion by fostering a culture of open mindedness, cultural awareness, compassion and respect for all individuals.
- Strive to meet annual business goals in support of the organization’s strategic goals.
- Adhere to the organization’s policies, procedures and other relevant compliance needs.
- Perform other duties as needed.
Experience and/or Education
Required
- Minimum 2 to 3 years’ customer service experience
- Fluency through language testing in a second language relevant to the population served
Preferred
- Minimum 1 year experience in a supervisory or lead position or completion of CareOregon’s Aspiring Leaders Program; lead roles preferably include regular assistance to a manager or supervisor in staff hiring, coaching, performance evaluation, and other supervisory tasks
- Customer service experience with a health insurance carrier/health plan, the Oregon Health Plan and/or Medicare
Knowledge, Skills and Abilities Required
Knowledge
- Knowledge of or ability to quickly learn Oregon Administrative Rules (OARs), Federal laws and other regulatory agencies that relate to the medical health, Medicaid and Medicare Industry
- Knowledge of the basic concepts of Managed Care
- Knowledge of principles of organizational change and ability to act as a change agent
Skills and Abilities
- Ability to speak English as well as a second language relevant to the population served
- Ability to provide effective team leadership, including coaching and mentoring
- Ability to effectively use phone system and system reports to effectively supervise department and individual performance
- Ability to proactively work to build and improve team operations
- Ability to be a positive and influential role model
- Excellent interpersonal skills, customer service skills and ability to build consensus
- Ability to lead under pressure in a complex and rapidly changing environment
- Strong computer and data analysis skills
- Basic mathematical skills
- Excellent problem solving and decision-making skills
- Excellent reading, spoken and written communication skills
- Ability to proactively identify ways to improve quality, productivity, and customer service
- Ability to manage multiple tasks and projects, delegating as appropriate
- Ability to support and comply with organizational policies, procedures, and guidelines
- Ability to participate fully and constructively in department meetings and contribute to decisions
- Ability to work effectively with diverse individuals and groups
- Ability to learn, focus, understand, and evaluate information and determine appropriate actions
- Ability to accept direction and feedback, as well as tolerate and manage stress
- Ability to see, read, and perform repetitive finger and wrist movement for at least 6 hours/day
- Ability to hear and speak clearly for at least 3-6 hours/day
Travel: May include occasional required or optional travel outside of the workplace; the employee’s personal vehicle, local transit or other means of transportation may be used.
Work Location: Work from home
Schedule: Hours of operation are 7 days per week, 8:00AM – 8:00PM (ability to work some evenings, weekends and holidays)
