Where compassion meets innovation and technology and our employees are family.

The Customer Service Supervisor is r e spons i ble f or the assisting the Customer Service Manager in the daily management of Call Center operations by providing direct supervision to the Customer Service Representative s (CSRs) . The Customer Service Superv isor will assist the Customer Service Manager in e nsuring that all staff complies with Health Human Services Commission (HHSC) contractual requirements and URAC standards. The Customer Service Supervisor will also ensure that all performance metrics are within compliance and that staff are
trained to meet HHSC and URAC expectations.

E SSENTIAL D UTIES AND R ESPONSIBILITIES :
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed b elow are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be all - inclusive; employees will perform other reasonably related business duties as assigned by the immediate supervisor and/or h ealth plan administration , as required.

General Duties:

Maintains utmost level of confidentiality at all times.

Adheres to Health System and Health Pla n policies and procedures.

Demonstrates business practices and personal actions that are ethical and adhere to corporate compliance and 
Performs other duties, as requested.

Customer Service Supervisor Responsibilities:
Supervise s a t e a m of CSRs t o pr o vide a n e x e mp l a r y c usto m e r s e rvi c e e x p e ri e n c e to our Members and Providers b y d riving a c usto m e r c e ntr i c a t t i t ude with cl ea r e x p ec tations o f qu a l i t y a nd p e r f o rm a n c e .
Monitors attendance to ensure that the Call Center is manned at a level consistent with Call Center needs and escalates any concerns to the Manager immediately.
Develops schedules each month to ensure Call Center objectives / metrics are met.
Supervise s t e a m t o me e t sp e c ific Inbound Customer Service met r ics a s set b y Managem ent .
Col l a bor a te s w i t h Management to i n c r e a s e ov e r a ll Customer Service q u a l i t y met r ics, b y identi f y i n g tr e nds, c om m unic a t i ng c h a n g e s, a nd d r iv i ng the f e e db a c k pr o ce ss.
Oversees a variety of Member and Provider topics related to Managed Care and the STAR, S TAR Kids and CHIP Programs.
Is accessible on the floor to assist the staff with any issues that may arise and is the first line for escalation in all Member and Provider matters.
Handles escalated calls and emails regarding a variety of Member and Provid er inquiries such as pharmacy, eligibility, claims etc.
A ssist s with inbound calls by receiving calls at a minimum of four hours per month. Will assist with additional calls as warranted to ensure hotline metrics are met.

Monitor s call queue and track s inbound calls to ensure that inbound calls, calls waiting, abandonment rate are within HHSC hotline metrics.
Ensures timely and accurate updates to all Customer Service resources f or use by the CSRs .
Monitors all open CSR workflows to ensure that the work flows are completed timely.
Monitors each CSR weekly for quality assurance and provides them with the results of the evaluation to identify areas for improvement or coaching opportunities.
Provides the Customer Service Manager with required weekly checkl ist s and written performance summary of the team.

EDUCATION AND / OR E XPERIENCE :
• Minimum of a High School diploma; or a minimum o f two year’s progressive experience in a call center or e quivalent combination of education and experience.
• Min i mum of t wo y ea r s in Managed Care and knowledge of STAR/STAR Kids and CHIP insurance programs pre ferred.
• Outstanding communication skills and the ability to understand complex situations to effectively handled customer needs.
• S trong knowl e d ge o f M i c roso f t O f fi ce , includi n g W ord, E x ce l, P ow e rPoint a nd Outlook