Supervisor Call Center at Honolulu

Job Description

Division#:

Division Name:

Job Categories: Customer Service, Health Care, Management

Job Responsibilities: Job Responsibilities

Supervise call center operations and all related Connector Contact Center activities for all Customer Service Representatives.

Monitor the performance of Customer Service Representatives.

Provide feedback and education to staff to improve quality and performance.

Assist with the development and implementation of procedures pertinent to the effective and efficient operation of the Connector Contact Center.

Assist with establishing performance goals and measurements for Customer Service Representatives.

Ensures Customer Service Representatives effectively communicates with callers.

Work closely with Call Center/Workforce Manager and Quality Assurance/Training Manager regarding staff performance and training needs.

Respond to Health Connector Connect Center Call Center inquiries and complaints received by telephone, IVR, and web portal using applicable reference materials from the Knowledge Management System (KMS), Frequently Asked Questions, and other online resources to provide information as appropriate to resolve inquiries and complaints.

Assess customer inquiries and screen complaints to determine the correct course of action; contact customers to collect additional information as needed to resolve inquiries or complaints.

Educate callers about the Affordable Care Act, eligibility screening, application, inquiry, complaints, claims, exemptions, appeals and enrollment procedures, including Medicaid program benefits and policies; and provide information on initial eligibility determinations.

Maintain up-to-date knowledge of all program information, policies and procedures, and other resources stored on the KMS and available through other online resources.

Completes daily and/or weekly reports as requested by management.

Assists in training of new staff.

Remain courteous, helpful, and sensitive to customer needs at all times.

Remain unbiased and maintain customer confidentiality.

Responsible for reporting issues, concerns, and problems to management

Meet all standards established for this position as outlined in performance criteria and perform other duties as may be assigned by project management.
The Ideal Candidate will Possess the Following Additional Education, Experience, and Abilities:

Minimum of one year of supervisory experience in a health or social services field with a high school diploma or equivalency required, or related customer service functions

Experience working with culturally and linguistically diverse populations in a courteous and effective manner

Knowledge of the community to be served, excellent communication skills

Satisfactory writing skills

Ability to follow directions

College degree or equivalent experience, and two years of human services experience or experience dealing with the public (Preferred)
MAXIMUS (NYSE:MMS) is a leading health and human services administrator for governments in the United States, United Kingdom, Canada and Australia. We deliver administrative solutions to improve the cost effectiveness, efficiency and quality of government-sponsored benefit programs across the globe. Operating under our founding mission of Helping Government Serve the People, we have more than 7,000 employees located in more than 220 offices worldwide. MAXIMUS is an Affirmative Action and Equal Opportunity employer.

Education Required: Associates degree or equivalent experience
Education Preferred: Bachelors Degree from an accredited college or university

Technical Skills / Knowledge Required: Proficient in Microsoft Office (Word and Excel)

Subject Matter Expertise/Experience Required: Two years of supervisory or related experience
Subject Matter Expertise/Experience Preferred: Two to five years of supervisory experience in related area

Personal/Soft Skills: Excellent organizational, interpersonal, verbal, and written communication skills, ability to perform comfortably in a fast-paced, deadline oriented work environment, ability to successfully execute many complex tasks simultaneously, attention to detail, and ability to work as a team member, as well as independently.

Duties/Responsibilities:
1.Assists the management with department/project objectives
2. Provides ongoing supervision to assigned staff
3. Responsible for reporting issues, problems and concerns to management.
4. Completes daily and weekly reports
5. Helps in the training of new staff
6. Assists the Manager in preparing presentation schedules and staff development plans
7. Compiles and analyzes weekly statistics
8. Performs other duties as may be assigned by management

MAXIMUS offers a comprehensive benefits package including:

Healthcare Insurance (medical, dental, vision)

Short and Long Term Disability Insurance

Life/Accident Insurance

Flexible Spending Accounts (FSA)

401(k) Retirement Plan with company match
Our benefit program also includes paid holidays, PTO, tuition reimbursement, and supplemental insurance (auto and pet insurance discounts, legal plan, and credit union).

Relocation offered where applicable

Job Requirements

 
Country: USA, State: Hawaii, City: Honolulu, Company: Maximus.