Customer Experience Supervisor
Description
The Hub Supervisor is responsible for supporting the Member Services Director with building, developing, and providing leadership for a team of employees who help navigate members through the healthcare system. The team consists of Care Advocates and support staff members. The CES supports the Member Services Director in setting and upholding the tone of the team by creating an environment that fosters confidence in assisting our members and clients while also fulfilling their job responsibilities. A successful CES will facilitate intradepartmental relationships, inspire collaboration, assist with hub member development and training, and create efficiencies in assisting members and clients.
Responsibilities and Duties
Talent Management
- Support Member Services Director in hiring, developing, and retaining talent
- Provide coaching and development to customer care advocates. Ratio alignments are 1:15
- Provides functional guidance, training, and assistance to customer care advocates
- Provide coaching and development to team members
Business Operations
- Utilize data and observations to complete recurring one-on-one feedback templates and deliver feedback to direct team.
- Schedules work to ensure accurate phone coverage, monitors priority of calls and shifts escalated calls to assure resolution to problems.
- Prepares standard reports to track workload, response time and quality of input.
- Assists in planning and implementing department goals and makes recommendations to senior management to improve efficiency and effectiveness
- Supports Member Services Director with driving defined metrics to achieve client, company, and member experience goals
- Supports Member Services Director by reporting, tracking, and managing off defined KPI’s
- Partners with various leads in our CX practice leadership team to help design, deliver and drive customer success (L&D, Quality and WFM)
- Communicate information regarding client expectations, business metrics, and member satisfaction
Member Experience
- Responsible for helping our care advocates get answers to questions, resolution to issues and support for initiatives which help improve the member experience journey
- Handle second level member escalations
- Communicate information to team with respect to client expectations
- Identifies and resolves problems to ensure client and member service is maintained at the highest level and communicates noticeable trends to Member Services Director for escalation
- Partners with Member Services Director to ensure effective client implementation and keeping the account management contact aware of issues and trends
Requirements
- Bachelor degree required
- Preferred 2 or more years of experience in Healthcare space
- 2-3 years’ experience in Service Center environment: REQUIRED
- Experience utilizing InContact and NICE
- Advance experience utilizing Microsoft application
- Proven ability to deliver results in a service-based healthcare or insurance environment
- Ability to work effectively in a team environment
- Strong written and verbal communication skills
- Strong critical thinking and problem-solving skills
- Motivated team play with a positive attitude and ability to work in fast-paced environment
- Ability to effectively organize work activities to meet deadlines
- Ability to manage up to 15 Customer Care advocates
- Must be comfortable being able to multitask and solve client problems
Key Competencies
- Customer obsessed
- Teamwork
- Leadership
- Adaptability
- Positivity
- Communication skills
- Planning and organization
Benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Short & Long Term Disability
- Life Insurance
- 401k with company match
- Paid Time Off
- Paid Parental Leave