[Hiring] Customer Service Supervisor @Evolent

Role Description

The Contact Center Supervisor plays a pivotal role in leading our contact center team, ensuring the effective and efficient management of operations related to prior authorization services for healthcare companies. This role is essential in upholding Evolent Health’s commitment to excellence in service delivery, optimizing processes, and supporting our mission to enhance the quality of care while reducing costs. The ideal candidate will bring strong leadership skills, a background in contact center management, and a passion for improving healthcare outcomes.

Key Responsibilities:

• Team Leadership and Management:
  • Supervise, mentor, and develop a team of contact center representatives.
  • Conduct regular performance evaluations, provide constructive feedback, and address performance issues to maintain a motivated and high-performing team.
  • Oversee training and development programs to ensure staff are equipped with the knowledge and skills needed to excel in their roles.
• Operational Oversight:
  • Monitor daily contact center operations to ensure adherence to service levels and quality standards.
  • Implement and manage processes that enhance efficiency and effectiveness in handling prior authorization requests.
  • Analyze call metrics and other performance indicators to identify trends, areas for improvement, and implement necessary corrective actions.
• Customer Service Excellence:
  • Ensure that representatives provide exceptional service to providers, members, and clients.
  • Manage escalated issues and complex cases, providing timely and effective resolutions to maintain high client satisfaction.
• Process Improvement:
  • Collaborate with other departments to identify and implement improvements in the prior authorization process.
  • Develop and enforce procedures that enhance the accuracy and speed of the authorization process.
• Reporting and Analysis:
  • Prepare and present regular reports on team performance, service metrics, and operational issues to senior management.
  • Utilize data and feedback to drive initiatives that optimize contact center performance.

Qualifications

• Associate degree or higher in Business Administration, Healthcare Management, or related field preferred.
• Minimum of 3-5 years of experience in a contact center environment, with at least 2 years in a supervisory role.
• Experience in healthcare, insurance, or prior authorization services is highly desirable.

Requirements

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficient in contact center software and CRM systems.
• Strong analytical and problem-solving skills.
• Ability to handle high-pressure situations and maintain a positive attitude.
• Ability to work flexible hours if needed to meet operational demands.
• Commitment to maintaining confidentiality and adhering to healthcare compliance regulations.
• Technical Requirements: High speed internet over 10 Mbps and the ability to plug in directly to the home internet router.

Benefits

• Comprehensive benefits including health insurance benefits.
• The expected base salary/wage range for this position is $55,000 to 60,000.