Career Opportunities: Provider Customer Service Supervisor (24923)

Candidates hired for remote positions must reside in Oregon, Washington, Utah, Idaho, Arizona, Nevada, Texas, Montana, or Wisconsin.

Job Summary

This position is responsible for supervising the day-to-day operations of the Provider Customer Service Department. This position will provide staff with an ongoing understanding of the strategic and operational direction of the Customer Service department. This position may answer the phones as a back up to Provider Customer Service Representatives when service levels warrant assistance.

Essential Responsibilities

• Coordinate and supervise the day-to-day operations of Provider Customer Service department.
• Maintain and enhance production statistics; including abandoned calls, wait time and other statistics related to Call Center management.
• Perform on-going analysis of data and information looking for opportunities for improvement operational efficiency in customer service.
• Perform effective analysis of telephone reports and report findings to the Provider Customer Service Department and the Provider Services Manager.
• Develop effective policies, procedures, objectives, and staff monitoring practices to ensure the department consistently achieves CareOregon’s Customer Service Standards.
• Ensure Provider Customer Service Department effectively collaborates with other CareOregon departments and business partners.
• Act as a resource to Provider Customer Service Representatives.
• Keep abreast of changes and advancements in the customer service arena.
• Collaborate with the Organizational Development Specialist to develop and implement training programs for Customer Service Representatives and revise training program as needed.
• Create and update documentation and resource materials as needed.
• Provide back-up coverage to Customer Service Representatives as needed.

Employee Supervision

• Supervise team and recommend team direction and goals in alignment with the organizational mission, vision, and values.
• Identify work and staffing needs to meet work expectations; recruit and hire, using an equity, diversity, and inclusion lens.
• Plan, organize, schedule, and monitor work; ensure employees have information and resources to meet job expectations.
• Lead the development, communication, and oversight of team and individual goals; ensure goals, expectations, and standards are clearly understood by staff.
• Train, supervise, motivate, and coach employees; provide support toward employee development.
• Incorporate guidance from CareOregon equity tools into people leadership, planning, operations, evaluation, and decision making.
• Ensure team adheres to department and organizational standards, policies, and procedures.
• Evaluate employee performance and provide regular feedback to support success; recognize strong performance and address performance gaps and accountability (corrective action). 
• Perform supervisory tasks in collaboration with Human Resources as needed.

Organizational Responsibilities

• Perform work in alignment with the organization’s mission, vision and values.
• Support the organization’s commitment to equity, diversity and inclusion by fostering a culture of open mindedness, cultural awareness, compassion and respect for all individuals.
• Strive to meet annual business goals in support of the organization’s strategic goals.
• Adhere to the organization’s policies, procedures and other relevant compliance needs.
• Perform other duties as needed.

Experience and/or Education

Required

• Minimum 3 years’ customer service experience

Preferred

• Minimum 1 year experience in a supervisory or lead position or completion of CareOregon’s Aspiring Leaders Program; lead roles preferably include regular assistance to a manager or supervisor in staff hiring, coaching, performance evaluation, and other supervisory tasks
• Experience with a health insurance carrier/health plan, the Oregon Health Plan and/or Medicare

Knowledge, Skills and Abilities Required

Knowledge

• Knowledge of Oregon Administrative Rules (OARs) related to customer service and provider billing
• Knowledge of principles of organizational change and ability to act as a change agent
• Knowledge of the basic concepts of Managed Care

Skills and Abilities

• Ability to supervise diverse workforce, develop work plans, ensure appropriate level of customer service
• Ability to effectively use phone system and reports to manage department and individual performance
• Excellent data analysis skills
• Basic mathematical skills
• Ability to provide leadership to groups of people and to implementation of projects
• Ability to manage multiple tasks, complex projects and to delegate as deemed appropriate
• Excellent reading, oral and written communication skills
• Excellent problem solving and decision-making skills
• Ability to work well under pressure in a complex and rapidly changing environment
• Skilled in negotiation and ability to build consensus
• Ability to mentor individual growth
• Ability to support and comply with organizational policies, procedures, and guidelines
• Excellent interpersonal skills
• Excellent customer service skills
• Excellent computer skills
• Ability to proactively work to build and improve the department
• Ability to be a positive and influential role model
• Ability to proactively identify ways to improve quality, productivity, and customer service
• Ability to participate fully and constructively in department/organizational meetings and department/organizational decisions
• Basic word processing skills

• Ability to work effectively with diverse individuals and groups

• Ability to learn, focus, understand, and evaluate information and determine appropriate actions
• Ability to accept direction and feedback, as well as tolerate and manage stress
• Ability to see, read, hear, speak clearly and perform repetitive finger and wrist movement for at least 6 hours/day
• Ability to hear and speak clearly for at least 3-6 hours/day

Working Conditions

Work Environment(s):             ☒ Indoor/Office      ☐ Community      ☐ Facilities/Security                       ☐ Outdoor Exposure

Member/Patient Facing:         ☐ No                        ☒ Telephonic        ☐ In Person

          Hazards:  May include, but not limited to, physical and ergonomic hazards.

Equipment:  General office equipment

Travel:  May include occasional required or optional travel outside of the workplace; the employee’s personal vehicle, local transit or other means of transportation may be used.

#MULTI

Candidates of color are strongly encouraged to apply. CareOregon is committed to building a linguistically and culturally diverse and inclusive work environment.

Veterans are strongly encouraged to apply.

We are an equal opportunity employer. CareOregon considers all candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or veteran status.

Visa sponsorship is not available at this time.