Supv, Customer Service

Position provides direct management of call center associates (Non-Exempt) and/or assists in activities for the business function (or multiple functions) within the call center, internal and/or external. People management, Root Cause Analysis, Trending, and Process Improvement all can be key aspects of this position. Assignments are broad in nature.

Essential Functions:
  • Manages and develops non-exempt direct reports.
  • Manages and Monitors key call center metrics and implements improvement plans either to the individual or at an aggregate level
  • Handles all direct employee personnel issues and processes (where applicable), including performance management, appraisal processes, development planning, and career pathing
  • Supervises non exempt direct reports assigning workload, monitoring quality and associate coaching
  • Serves as liaison between departments when it becomes necessary due to member or workflow issues
  • Develops, recommends, and implements process improvements to improve efficiencies and services provided
  • Completes root cause analysis on data error reports from customer service systems and from business units
  • Completes trending analysis on reports retrieved from customer service systems utilizing problem solving skills
  • Updates and creates resources on Well Care link applicable to the call center, such as timely announcements, step actions, reference call tools, FAQs etc.
  • Ensures WellCare link is update to with the appropriate materials
  • Trains CSRs on new processes and refresher training
  • Creates/revises training as needed
  • Facilitate and participate in meetings with other departments and line of business as needed
  • Act in a liaison capacity for the Mgr/ Sr Mgr representing the call center with other areas and business units
  • Reviews Training materials for the business
  • Completes gap analysis on training for the business
  • Other duties as assigned
Additional Responsibilities:
    Candidate Education:
    • Required A High School or GED or equivalent
    • Preferred An Associate's Degree in a related field
    • Preferred A Bachelor's Degree in a related field
    Candidate Experience:
    • Required 4 years of experience in a Customer Service or call center environment
    • Preferred Other Prior supervisory and healthcare experience
    Candidate Skills:
    • Intermediate Demonstrated analytical skills
    • Intermediate Demonstrated written communication skills
    • Intermediate Demonstrated interpersonal/verbal communication skills
    • Intermediate Ability to communicate and make recommendations to upper management
    • Intermediate Other In-Depth knowledge of Health Insurance
    • Intermediate Other Strong understanding of managed care and its place in the health care industry
    • Intermediate Other Understanding of interdependencies on other business units such as Health Services, Provider Relations, Sales, Vendors, Claims
    Licenses and Certifications:
      Technical Skills:

          About us
          Headquartered in Tampa, Fla., WellCare Health Plans, Inc. (NYSE: WCG) focuses primarily on providing government-sponsored managed care services to families, children, seniors and individuals with complex medical needs primarily through Medicaid, Medicare Advantage and Medicare Prescription Drug Plans, as well as individuals in the Health Insurance Marketplace. WellCare serves approximately 5.5 million members nationwide as of September 30, 2018. WellCare is a Fortune 500 company that employs nearly 12,000 associates across the country and was ranked a "World's Most Admired Company" in 2018 by Fortune magazine. For more information about WellCare, please visit the company's website at EOE: All qualified applicants shall receive consideration for employment without regard to race, color, religion, creed, age, sex, pregnancy, veteran status, marital status, sexual orientation, gender identity or expression, national origin, ancestry, disability, genetic information, childbirth or related medical condition or other legally protected basis protected by applicable federal or state law except where a bona fide occupational qualification applies. Comprehensive Health Management, Inc. is an equal opportunity employer, M/F/D/V/SO.