Call Center Supervisor - 61389

Full Time | New York City, NEW YORK | 2 months

Job Summary

Full Time

$119,700 Average salary of similar jobs | Check Salary...

Job Description

About NYC Health + Hospitals

MetroPlus Health Plan provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly-owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlus’ network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlus has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life. 

Position Overview

Responsible for the overall supervision of Customer Service Representatives (CSRs) and other management. Monitor all Customer Services Representaative (CSR's) Project Productivley and Call Performance. Ensure that all quality performance levels/indictors are maintained for the department.

Job Description

  • Assignment of projects to Team Leaders and CSR's, Monitoring Completion and meeting required timeframes for reporting
  • Assist and provide input on all CSR training and development
  • Preparation of all staff evaluations (yearly) for review/approval by Manager
  • Initiate monthly/bi-monthly CSR productivity reports measuring individual performance (all indicators)
  • Daily Supervison of all CSR's monitoring all productivity; call handling and project completions, etc.
  • Liaison between other departments for resolution of member/provider related issues
  • Run/generate weekly and monthly reports measuring performance etc., for submission to Manager AED
  • Daily Monitoring of ACD systems maintaining required call performance indicators
  • Review of all Silent Monitoring reports and conduct life monitoring of CSR calls in order to identify problems/issues and provide in-service/counseling when applicable
  • Assist with pharmaceutical vendor updates for correction of existing member files as well as any new member additions
  • All other duties as assigned by the Associate Executive Director Customer Services

Minimum Qualifications

  • Bachelor's Degree or equivlent; or
  • Minimum of 3-4 years of supervisory experience in direct consumer contact, sales and/or social services; or
  • A satisfactory equivalent combination of education, training and experience.

Professional Competencies

  • Integrity and Trust
  • Customer Focus
  • Functional/Technical skills
  • Written/Oral Communication

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