Support Services Supervisor

Please note: Must reside and be fully authorized to work in the US. **We are seeking remote applicants, preferably in Arizona, Illinois, New Mexico, Nevada, Texas or any state except California, Colorado, New Jersey, New York, Oregon, Massachusetts and Washington. 

Welcome to Arkos Health! 

We are a value-based healthcare company providing solutions for payors and providers by combining unique technology with in-home, virtual, and in-clinical care for patients. Arkos serves health plans and provider organizations by managing their highest-risk and highest-cost populations. We are currently in Arizona, Nevada, North Dakota, Illinois and Vermont! Our goal is to be the most valued partner to health plans, service providers, and the community we collectively serve. 

We are looking for a Support Services Supervisor to join our team!

How You'll Make a Difference:

Arkos Health is seeking a Support Services Supervisor. The Support Services Supervisor will be responsible for directly managing Member Service Agents that handle member interactions across all omnichannel operations. The Support Services Supervisor oversees daily tasks assigned to direct reports and is accountable for KPIs. The Support Services Supervisor proactively monitors individual and team performance by providing frequent, ongoing coaching, feedback, and remediation. The Support Services Supervisor assists with hiring, managing, coaching, and developing direct reports. The Support Services Supervisor reports directly to the Operations Manager.

Why Arkos? 

• Great Benefits! 
  • Employer-paid Medical, Dental and vision premiums at no cost to you  
  • Employer-paid Short-Term Disability premiums at no cost to you 
  • Employer-paid Life Insurance premiums at no cost to you 
  • Employer matching 401(k) 
  • 15 days annual combined sick/vacation and 9 days of holiday during your first year 
  • Your Birthday off! 

• We have great people and a growing culture! From coffee bars to Ice Cream Day, we recognize our team!  
• We are ranked as the 113th fastest-growing private company in the United States and 11th within the healthcare services sector on the 2024 Inc. 5000 list! Join us today! 

Essential Duties and Responsibilities:

• Monitor direct reports’ interactions with members across omnichannel operations
• Build positive team culture among direct reports
• Perform quality assurance checks and real-time monitoring to ensure quality of calls and documentation adhere to Arkos Health standards
• Provide real-time coaching and constructive feedback to direct reports
• Set daily, mid-range, and long-term priorities for individuals and team to ensure task completion and performance goals are met
• Encourage team to meet/exceed established KPIs such as call volume, conversion rate, completion rate, etc.
• Assist with developing and managing work schedules and timecards.
• Ensure compliance to Arkos Health and HIPAA guidelines
  

Qualifications and Skills:

• High school diploma or GED required, some college or medical certification preferred
• Previous call center and/or customer service management experience preferred
• Knowledge of medical terminology and member care experience preferred
• Bilingual (Spanish-speaking) is preferred
• Weekend availability is not required, but is preferred
  
• Strong administrative and technical skills (i.e. Microsoft products, keyboarding, multitasking, systems aptitude, etc.)
• Strong interpersonal skills with emphasis on customer service and teambuilding
• Ability to manage multiple priorities and deadlines in a fast environment, with minimal supervision
• Ability to exercise judgment, maintain confidentiality, and act in a diplomatic manner
  
  

What's Next?  

Apply for the Job! Our recruitment team will review your application and reach out to schedule a quick call! 

Please feel free to forward this opportunity to someone you believe might be a good fit! If hired, you could be eligible for a referral bonus!

Must complete our Culture Index Survey. Take the assessment at https://go.cultureindex.com/s/bg3VS0H2kF. This is not a pass/fail test and does not measure intelligence. 

Arkos Health EEO Statement: 

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. 

  

Arkos Health is a drug-free workplace. All job applicants selected for employment are required to submit to a pre-employment drug test and background check. 

Arkos Health participates in E-Verify to confirm eligibility to work in the United States. To view the details on this program, visit our career page at Careers - Arkos Health