Supervisor, Call Center - Health Care

Health Integrated delivers innovative health management programs that help people live healthier, more productive lives while enabling employers and health plans to reduce costs by deploying resources more effectively. Unlike traditional disease management companies, Health Integrated confronts health, productivity and cost challenges by taking an attentive whole-patient approach that spans the entire spectrum from wellness to chronic illness across both mind and body. We are currently seeking aSupervisor of Call Center Operations for our Tampa, Florida office. JOB SUMMARY:   The Call Center Supervisor is a non-clinical full-time position responsible for the daily management of call center operations in a 24/7 environment which includes staff management, a continuous quality improvement management style and interactions with all levels of functions and process’s company-wide. The incumbent is responsible for ensuring staff members have the tools, systems and training needed to be successful in their position; for working with the Command Center to appropriately staff the center to meet all service delivery goals and for participating in the execution of the QA program. This position can be highly stressful at times as external contacts with members and providers are generally a result of an escalated issue. The incumbent will be required to flex their working  hours across shifts to ensure staff communication lines remain open.   MINIMUM QUALIFICATIONS:   Education: AA/BA required unless demonstrated equivalent years of experience provided. Experience: Minimum 3 years of inbound call center experience in the healthcare industry with at least two (2) years  management experience and at least one year experience with workforce management preferred.  Knowledge/skills:   Proficient with MS Word, MS Excel, MS Access & MS Outlook; Demonstrate excellent organization and data entry skills; Effective communication skills; and able to articulate complex information to both clinical and non-clinical audiences. ACCOUNTABILITIES:PercentActive Staff Management 80% Â·  Promotes working relationships that support the growth and success of staff members;·  Identifies potential intradepartmental personnel problems and issues proactively and readily utilizes HI Human Resources policies and procedures to facilitate resolutions;·  Communicates to Operations Management all problems, concerns and/or makes recommendations when opportunities for improvement in staffing management are identified;·  Conducts monthly staff performance reviews in a consistent, accurate and timely manner consistent with HI policies and procedures;·  Maintains a team approach in writing, delivering and evaluating performance and implementing corrective actions by utilizing the expertise of the Operations manager; ·  Identifies potential for reorganizing or redirecting staff activities to promote efficient delivery of services;·  Identifies and promotes educational/training opportunities for the staff, serving as a resource professional.·  Performs Quality Audits on all Client Service Representatives on a monthly basis, providing findings and feedback during delivery the of monthly evaluation process. ·  Has a clear and precise understanding of non-clinical responsibilities/functions and directs all clinical issues to clinicians as needed utilizing the Director of UM and / or the Director of Care Management 20%General Staff Management Â·  Participates in the maintenance of staffing levels; recommends hiring and termination staffing decisions to Manager. In Manager’s absence, can execute either with Sr. Director guidance from Operations or HR. ·  Maintains and promotes expertise administrating the client product, including client specifics, by ensuring staff conduct the non-clinical activities in accordance with client demands and HI contractual obligations·  Identifies, investigates, evaluates, resolves and conducts follow-up on all policies and procedures issues including the intranet Adverse Quality occurrence  policy/concerns, and communicates any issues/concerns with the Manager of Operations;·  Has a clear understanding of all HI policies and procedures, delivers pertinent  information to the non-clinical staff ;·  Provides the day-to-day professional and technical support to the non-clinical staff to ensure efficient operation of the department. Remains compliant with policies and procedures, contractual obligations and regulatory  and accreditation requirements at all times.Health Integrated benefits package includes  health, dental, vision, EAP, company paid STD, LTD and life insurance, flex spending, AFLAC, 401k, generous PTO package, and stock option program. EOE. M/F/D/V.