Supervisor-ASHCare Managed Services (Remote)

American Specialty Health Incorporated is seeking a Supervisor - ASHCare Managed Services to join our ASHCare Managed Services department. This position will supervise staff, ensuring that processes are followed correctly, calls are answered correctly, issues are handled properly, appointments are scheduled timely, and overall customer service is provided in accordance with ASHCare policies and procedures to meet performance standards and customer expectations.

Remote Worker Considerations:

Candidates who are selected for this position will be trained remotely and must be able to work from home (WFH) in a designated work area with company-provided technology equipment. This remote/WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network (minimum internet download of 50 Mbps and 10 Mbps upload speed).

Responsibilities

• Monitors, evaluates performance, counsels, coaches, trains, and develops team members.
• Monitors the processes and timeframes to ensure performance standards, performance guarantees, and goals are met.
• Performs quality audits and provides effective coaching, development, and recognition.
• Monitors staff to maintain quality and accuracy of information.
• Counsels on barriers representatives are encountering.
• Maintains Concierge scorecards and meets with each Concierge on a least a monthly basis to review performance against goals.
• Meets with team members as needed to address, improve, and manage to performance expectations.
• Identifies training needs and coordinates informal and formal training.
• Sets and communicates annual goals and reviews performance against those goals monthly.
• Monitors KPI reporting daily to proactively identify issues or challenges and takes action to address and avoid negative outcomes.
• Coordinates and conducts regular team and 1:1 meetings.
• Prepares annual performance evaluations to be delivered timely.
• Keeps staff apprised of new contracts and program designs.
• Identifies and collaborates with Management in developing and implementing processes to increase efficiency and accuracy in a rapidly growing environment.
• Handles customer escalations and leverages them as opportunities to develop skills with team members.
• Performs miscellaneous Administrative and other duties, as assigned.
• Maintains organizational knowledge management resources; including, but not limited to: shared inboxes, SharePoint, work instructions, job aids, and Customer Response Documents.
• Maintains administration of member cost share, processing payments and refunds as needed.

Qualifications

• High school diploma or GED required. If GED, 3 years of ASH service is required. Some college preferred.
• Minimum 2 years' experience with Call Center or Customer Service operations, preferably in a Managed Care or Health Care environment.
• Three years' general office experience, including administrative support and project management, preferred.
• Experience supervising or leading a team in a call center environment, with specific experience in call center operations, goal setting, performance management, resolving complex calls and issues, and quality analysis and initiatives.
• Computer proficiency in MS Office; Outlook, Word, Excel, SharePoint experience required.
• Proficiency in call center phone, computer and system navigation required.
• Must be an organized, results-oriented team player with demonstrated leadership abilities.
• Strong verbal and written communication skills required.
• Must have a demonstrated ability to meet or exceed all performance goals.
• Must have a demonstrated ability to coach, develop, set goals, and manage performance.
• Must have demonstrated knowledge and understanding of call center Workforce Management, scheduling, and staffing basics.
• Must have demonstrated knowledge, understanding, and use of Key Performance Indicators to identify root causes, develop action plans, and manage through to resolution.

Core Competencies

• Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
• Ability to effectively organize, prioritize, multi-task, and manage time.
• Demonstrated accuracy and productivity in a changing environment with constant interruptions.
• Demonstrated ability to analyze information, problems, issues, situations and procedures to develop effective solutions.
• Ability to exercise strict confidentiality in all matters.

Mobility

Primarily sedentary, able to sit for long periods of time.

Physical Requirements

Ability to speak, see and hear other personnel and/or objects. Ability to communicate both in verbal and written form. Ability to travel within the facility. Capable of using a telephone and computer keyboard. Ability to lift up to 10 lbs.

Environmental Conditions

Work-from-home (WFH) environment.

American Specialty Health is an Equal Opportunity/Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth, related medical conditions, breastfeeding, and reproductive health decision-making), gender, gender identity, gender expression, race, color, religion (including religious dress and grooming practices), creed, national origin, citizenship, ancestry, physical or mental disability, legally-protected medical condition, marital status, age, sexual orientation, genetic information, military or veteran status, political affiliation, or any other basis protected by applicable local, federal or state law.

Please view Equal Employment Opportunity Posters provided by OFCCP here.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact our Human Resources Department at (800) 848-3555 x6702.

ASH will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

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