[Hiring] Contact Center Supervisor @Careforth

Role Description

The Supervisor, Contact Center will report to the Manager, Contact Center and will supervise and support a team within the Contact Center, a centralized operational department responsible for managing telephonic and virtual referrals for all Careforth programs. This individual will supervise a team responsible for the initial and ongoing enrollment of care recipients and caregivers into Careforth Programs. This broad function includes customer service, eligibility verification, credentialing, information and referral services, data integrity, and other support services.

• Supervise a team of Contact Center Representatives to ensure eligibility of leads and referrals through review and documentation of demographic, clinical, and financial criteria.
• Coach, mentor, and develop staff to ensure departmental goals are met.
• Ensure adequate staffing and coverage is available to meet service level agreements; provide backup support as needed.
• Ensure contact center metrics are being met using phone system and Salesforce reporting tools.
• Provide callers with Careforth program information specific to their state of residence in accordance with state regulations and company policies.
• Serve as subject matter expert on referral requirements and process.
• Work proactively with the Careforth case management teams and applicable stakeholders regarding all referrals to maintain ongoing, positive working relationships.
• Collaborate with department leaders and manager to ensure that training materials and processes are effective and up to date; identify additional training needs or gaps as needed.
• Monitor, analyze, and report on key performance indicators (KPIs) within the Contact Center.
• Perform other duties as assigned.

Qualifications

• 3+ years of experience as a call center supervisor or similar supervisory position.
• 5+ years of experience with human services or healthcare for elderly and disabled clients preferred.
• Excellent problem solving, leadership, organizational, communication, and customer service skills.
• Tech savvy with knowledge of phone systems (e.g. inContact, Five9, etc.) and CRMs (e.g. Salesforce).
• Ability to lead, coach, train, and mentor others and evaluate their performance.
• Working knowledge of Medicaid and related program/regulatory requirements.
• Ability to remain calm and courteous under pressure and navigate challenging situations.
• Proficiency with Microsoft Office and ability to learn new technology.
• Sales or consultative selling experience preferred.

Benefits

• Flexible schedules.
• Remote-first culture.
• Nationally recognized wellness program.

Company Description

Founded in Boston, Careforth's caregiver programs and services improve health outcomes, keeping care at home longer. Additionally, our programs provide financial benefit to caregivers and cost savings to state agencies and health plans. At Careforth, we understand the challenges of caregiving and are committed to supporting family caregivers at every turn.