Supervisor - Customer Service/Call Center

Easton, MD (hybrid) Preferred

@Orchard LLC is supporting a not-for-profit corporation that partners with public and private sectors to create high-quality, safe, and efficient delivery of health care and human services programs. Our client has multiple lines of business including population health, utilization review, managed care organization quality review, and quality assurance for programs serving individuals with developmental disabilities. Our client is also a national leader in fighting fraud, waste, and abuse for large organizations across the country.  In addition, our client operates a foundation providing grant opportunities to those with programs for under-served communities.

The Supervisor in Customer Service supports management in responding to customer needs, manages the call center team and coordinates workload assignments. In addition, the fill-in for junior staff, when needed.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

·         Delivers information to investigative and medical staff. Evaluates the facts of a complaint and researches additional information as necessary.

·         Compiles findings and determines if appropriate for presentation to team. Assists in preparing weekly and monthly reports of all customer service activities.

·         Reviews workload and conducts quality assessment of employee's work. Ensures all workload is ISO compliant.

·         Reviews and assists with writing call center processes/procedures. Prepares weekly and monthly reports of all customer service activities.

·         Analyzes call center data to identify trends, areas for improvement, and opportunities to enhance operational efficiency.

·         Provides training and technical advice to team members.

·         Monitors call center statistics and advises team of call volumes and data trends.

·         Participates in internal/external committees.

·         Recommends and implements quality control measures to ensure that calls meet established standards for customer service, accuracy, and compliance.

·         Manages team performance through regular, timely feedback as well as the formal performance review process to ensure delivery of exceptional services and engagement, motivation, and team development.

Required Skills:

To perform the job successfully, an individual should demonstrate the following competencies:

• Business Expertise- Good understanding of how the team integrates with others in accomplishing the objectives of the department.
• Problem Solving- Uses judgment based on practice and precedence.
• Nature of Impact- Direct impact by ensuring the quality of the tasks/services/information provided by self and others.
• Area of Impact- Primarily on closely related work teams.
• Interpersonal Skills- Developed communication skills to exchange complex information.
• Leadership- Allocates work as a team leader; may check on completion/quality.
• Functional Knowledge- Good understanding of concepts and procedures within own discipline and basic knowledge of these elements in other disciplines.
• Project Management- Lead project/program team member checking the work of others.  Typically responsible for training and developing new team members.

Required Background:

• High school diploma required with a minimum of five (5) years of prior experience coaching staff and leading a customer service team; AA or Bachelor's degree preferred and 8 years preferred.
• May consider an equivalent combination of education and experience.  

• Familiarity with prescription drug benefits and Medicare and/or experience in providing services and supports of beneficiaries, customer relations, call centers, and healthcare is preferred.

If you match the requirements for this opportunity and believe you have the experience and talent to succeed in the role, we need to hear from you!

The compensation for this position is $45,000-$53,000 range, based on experience.