Supervisor, Call Center - Provider Services - The Health Plan

 
Position: Supervisor, Call Center - Provider Services - The Health Plan

Job ID: 164009

Location: US-TX-Houston

Department: PROVIDER MEMBER SERVICES

Talent Area: Professional - Non-Clinical

Full/Part Time: Full-Time

Regular/Temporary: Regular

Shift: 7a - 7p Monday - Friday; 7a -12p Saturday

About Texas Children's Hospital

Founded in 1996, Texas Children’s Health Plan is the nation's first health maintenance organization (HMO) created just for children. We provide STAR/Medicaid and Children's Health Insurance Program (CHIP) to pregnant women, teens, children and adults in Houston and surrounding areas. Currently, the Health Plan has more than 375,000 members who receive care from our network of more than 1,100 primary care physicians, 3,200 specialists, and 70 hospitals. Texas Children's Health Plan is also the largest combined STAR/CHIP Managed Care Organization in the Harris County service area.   To join our community of 14,000 dedicated team members, visit texaschildrenspeople.org for career opportunities. You can also learn more about our amazing culture at infinitepassion.org.  At Texas Children’s Hospital, diversity, equity, and inclusion are at the core of our values and mission for all of the patients and families that we serve. We are committed to providing a diverse and inclusive work environment for all faculty, staff and learners throughout our organization. We believe that each member of our one amazing team provides enrichment that allows us to create a lasting legacy for future employees of this great organization.   Texas Children’s is proud to be an equal opportunity employer. All applicants and employees are considered and evaluated for positions at Texas Children's without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, gender identity, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.

Summary:

We are searching for a Supervisor of Member Services— someone who works well in a fast-paced setting. In this position, you will provide the day-to-day direction and oversight to the assigned contact center team. You will serve as a resource for all contact center staff on highly complex issues and problem resolution. Lastly, you will function as a subject matter expert and serve as a role model through providing high-quality customer service following organizational and departmental established regulations, policies, and procedures.

 

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Responsibilities :

Job Duties & Responsibilities

  • Conduct daily and weekly analysis of reports to evaluate the department's performance and identify corrective action plans where required (stats, quality, staff churn/turnover, and attendance)
  • Manage team members’ performance to ensure delivery of defined key performance indicators (KPIs) in line with organizational policies and procedures and state regulations
  • Implement quality control procedures in conjunction with the Quality Team to ensure process adherence and delivery of quality service
  • Oversee the implementation of change initiatives while maintaining service levels and the highest levels of employee morale and productivity
  • Participate in the member services goal of delivering first-class customer service and acts as an escalation point for internal and external customer issues, where required
  • Monitor the timekeeping system to ensure adherence to punctuality and attendance expectations in strict accordance with organizational and departmental policies and procedures as measured by reports and other performance and productivity metrics


Qualifications:

Being fully vaccinated against COVID-19, including any booster dose(s) of the COVID-19 vaccine recommended by the Centers for Disease Control when eligible, is required for all employees at Texas Children’s, unless approved for a medical or religious exemption.

 

Skills & Requirements

  • High school diploma or GED
  • Minimum of 3 years’ experience in customer service including related hospital, clinic, medical office, business services/revenue cycle, front line registration, financial counseling, banking, and hotel customer service
  • An associate's or bachelor's degree may be substituted for the experience requirement


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