[Hiring] Service Coordinator Associate Supervisor @UPMC

Role Description

UPMC Community HealthChoices has an exciting opportunity for a Service Coordinator Associate, Supervisor position in the Service Coordination department. This is a full-time position working daylight hours and will be a remote position.

The successful individual will oversee a team of telephonic Service Coordination Associates (SCAs) that support Service coordination services for the Community HealthChoices Program. Responsibilities include:

• Manage daily operations of team members and coordinate activities of Service Coordinators in the community.
• Supervise and develop SCAs, handle escalated issues and calls.
• Develop and provide training to team members.
• Assess operational patterns of calls into the Hub and make recommendations to improve performance.
• Monitor call queues/volumes and identify opportunities to improve call center performance.
• Articulate opportunities for improvement to internal and external audiences.
• Implement solutions and track/monitor progress.
• Take a leadership role in enhancing and implementing processes, documentation, and workflows for the Service Coordination Associate.
• Facilitate and manage the attainment of quality, production, and turnaround time goals.

Qualifications

• High school degree is required.
• A bachelor's degree in a related field is preferred.
• 3-5 years of experience in Insurance, Managed Care, Benefits Administration, Human/Social Service, or Customer Service environment is preferred.
• Prior high-volume operations experience strongly preferred.
• Previous supervisory experience preferred.
• Knowledge of the home and community-based service system preferred.
• MS Office/PC skills are required.
• Knowledge of medical terminology is preferred.
• High degree of professionalism, enthusiasm, and initiative daily.
• Attention to detail is critical to success.
• Excellent planning, communication, documentation, organizational, analytical, and problem-solving abilities.
• Knowledge of Avaya telecom systems & CenterVu call management system strongly preferred.

Requirements

• Support recruitment process through phone screens, scheduling, and conducting interviews.
• Prepare employee performance reviews.
• Meet with team members at least monthly to provide ongoing feedback and training.
• Implement action plans to meet quality and production expectations.
• Evaluate team performance reports and drive performance improvement.
• Assist in the resolution of difficult inquiries and provide expert certification of CHC Services.
• Maintain employee confidentiality.
• Monitor contacts/inventory and adjust resources as needed.
• Participate in departmental and organization committees.
• Manage escalated issues and prepare/support team meetings and staff training.
• Interface with Health Plan members, providers, and consumers to ensure customer satisfaction.
• Participate/Assist with testing enhancements and upgrades to the HealthPlaNET system.
• Manage special projects and meet deadlines set by managers and department director.

Company Description

UPMC is an Equal Opportunity Employer/Disability/Veteran.