Virtual. Must be located in CST, MST and PST time zones to be considered
Supervisor, Contact Center
Supervises, trains, coaches, and develops the Patient Service Representative team. Supervises the daily operations and oversees daily outcomes in the Customer Service Contact Center. This position ensures compliance with the Veteran Affair’s Patient-Centered Community Care (VAPCCC) requirements, and TriWest policies, and procedures. Ensures accurate completion of VA-approved medical authorizations, appointment scheduling, thorough documentation of all Veteran and provider encounters in the TriWest medical management system and receipt of timely medical documentation from network providers. Directly interacts with a variety of internal and external customers daily. Works in a detailed, multi-tasked and fast-paced production environment. Reports to the Director, Customer Service.
Education & Experience
O High School Diploma or G.E.D.
o 3+ years experience in a customer service environment
o 2 years supervisory or leadership experience
o Supervisory experience in an inbound call center environment
o College education or equivalent
o Knowledge of medical terminology
o Managed Care experience
o Monitors Contact Center performance levels, identifies training needs, and develops action plans for staff development. Monitors telephone system's real-time reports to ensure department service levels and contract requirements are met.
o Reviews medical management data entries for clarity of documentation and appropriate handling of encounters and inquiries.
o Counsels individual employees on job performance issues. Develops and monitors progress on employee Performance Improvement Plans. Drafts performance evaluations for management review. Alerts management and consults with Human Capital on performance and behavior issues.
o Ensures internal standards, guidelines and procedures are in place to achieve/maintain high customer service and performance levels. Ensures Patient Service Representative Team follows system protocols for data entry edits and corrections.
o Provides for adequate coverage of Contact Center using Workforce Management system to plan and adjust employee work schedules.
o Assists with the employee selection process, coordinates the training of new employees, and assists with Contact Center training initiatives.
o Conducts staff meetings and provides clear communication regarding any changes/issues affecting the Contact Center or team members.
o Assists Contact Center staff with customer contacts requiring supervisory intervention.
o As needed performs all Team Lead and Patient Service Representative duties, while providing contact center operational oversight and direction to staff.
o Performs other duties as assigned.
o Regular and reliable attendance is required.
Knowledge of Contact Center information systems; Knowledge of the VAPCCC program and benefits and the military healthcare system, Ability to achieve daily and monthly production standards
Team-Building / Team Player
Influence the actions and opinions of others in a positive direction and build group commitment.
Problem Solving / Analysis
Ability to solve problems through systematic analysis of processes with sound judgment; Has a realistic understanding of relevant issues.
Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; Detail-oriented.
Multi-Tasking / Time Management
Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.
Successfully manage different styles of employees; Provide clear direction and effective coaching.
Empathy / Customer Service
Customer-focused behavior; Helping approach, including listening skills, patience, respect, and empathy for another's position.
Coping / Flexibility
Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.
Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.
Communication / People Skills
Ability to influence or persuade others under positive or negative circumstances; Adapt to different styles; Listen critically; Collaborate.
o Ability to cover any work schedule
o Works within a standard office environment, with minimal travel
o Extensive computer work with prolonged sitting and wearing of headset
o A VA-approved security clearance may be required
Since our founding in 1996, TriWest Healthcare Alliance has been On a Mission to Serve® America’s military families. All that we do, we do for our customers—those who wear America’s uniform, their family members and those who came before them. Every single day, we honor their service and their sacrifice by ensuring customer satisfaction.
TriWest Healthcare Alliance, headquartered in Phoenix, Arizona, will administer the VA Patient-Centered Community Care (VAPCCC) program in a 28 state region.
TriWest has developed relationships with organizations such as the USO, Fisher House, the Women in Military Service for America Memorial Foundation and other military relief and support associations to strengthen America's military community locally and nationally.
TriWest provides state-of-the-art facilities, a smoke/tobacco-free, drug-free, business casual working environment, and offers a competitive compensation package including excellent benefits.
For more information about TriWest, please explore our website at www.triwest.com.
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