Supervisor, Customer Service

WellCare Health Plans, Inc. (NYSE:WCG) a Fortune 1000 company, is the nation?s leading provider of government health insurance products dedicated to government-sponsored health plans such as Medicare, Medicaid, State Children?s Health Insurance Programs, Medicare Prescription Drug Plans and others. Founded in 1985, our team of 2,500 associates and over 20,000 physician partners serve 2 million members across the U. S. Our company headquarters are based in Tampa, FL. For more information about WellCare, please visit the Company?s website at www.wellcare.com.

 

We are looking to add a Supervisor of Customer Service to our team.  If you truly believe in teamwork, consistently demonstrate a high level of integrity and want to be a part of a dynamic, growing organization, then this may be the opportunity for you.

 

Job Summary:

The Supervisor oversees the quality and production of the CSR I, CSR II?s and CSR III?s that respond to Customer inquiries (Phone, written or walk-in) regarding all aspects of WellCare business in a timely, accurate, and professional manner, meeting and exceeding all guidelines.

 

Essential Functions:

 Monitors Average talk time (ATT), after call work (ACW), adherence to schedule. Works closely with the Quality Assurance and training dept. in providing feedback to the team on monitoring and coaching.Provides recommendations to quality improvement to the Customer  Service Director.   Evaluates the team on a regular basis by achieving daily and weekly productivity goals.   Makes arrangements to ensure proper phone coverage across all  customer service queues.   Handles all calls that have already been properly escalated.Handles all personnel issues (Absences, tardies and early quits), unless the issue requires assistance of the Department DirectorFills, records and administers all disciplinary action forms (With the authorization of the Department Director).Conducts New Hire Interviews.Conducts one on one interviews with the Customer Service Representative.Performs a Yearly Evaluation on each representative upon completion of their yearly term of employment.Serves as liaison between departments when it becomes necessary due to member?s or workflow issues.When necessary (according to the call volume) the Supervisor must log on the phones to assist with incoming calls.Shares vision, and goals with the team. Also shares rationale for decisions made. Elicits insights from the team on key issues.Participates in the calibration and escalation process for quality Monitoring.Encourages peer-to-peer support and involvement in decision-making. Demonstrates desired behavior by exceeding other?s expectations (Leading by setting an example).

 

Additional Duties:

 Acts as subject matter expert for area of responsibility  Makes recommendations for process improvement as need(s) is identified Serves as first line contact for the company?s problem resolution procedure for associates in his/her work group

 

Supervision Received/Exercised:

 Direct supervision through frequent meetings with manager/director and checks on direction and progress of work.

 

Scope of Decisions:

 Decisions require technical expertise but are often bound by policy, procedure, and past practice. Scope limited to decisions affecting work group.

 

Knowledge, Skills, Abilities Required:

 

Education/Experience:Graduate of High School or College with at least three (3) years of practical work experience. Previous experience in a customer service environment and health insurance preferred.Any customer skill, quality or training certification is a plus.

 

Communication and Numeric Skills:Ability to read, analyze, and interpret verbal and written instructions.  Ability to write business correspondence.  Ability to effectively present information and respond to questions from customersAbility to speak effectively with individuals identified in Work Relationships.Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to apply sound judgment and decision-making skills in dealing with a variety of routine and non-routine issues, often with limited standardization. Ability to add, subtract, multiply, and dividend all units of measure using whole numbers, common fractions, and decimals.

 

Computer Skills:Knowledge of email systems such as Microsoft Outlook sufficient to communicate with both internal and external contacts. Knowledge of Word and/or Excel sufficient to enter data, copy or cut and paste data and print results as required.

 

Physical Demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to sit; use hands and fingers to handle, or feel objects, tool, or controls; reach with hands and arms; talk and hear.  The employee is occasionally required to stand and walk.  The employee must occasionally lift and/or move up to 10 pounds.Specific vision abilities required by this job include close vision, distance vision, color vision. Peripheral vision, and depth perception, and the ability to adjust focus.The noise level in the work environment is usually moderate Must be able to use Windows, Office, mainframe applications and various, other software programs as required by the specific client (s).

 

Other:Ability to work in a fast paced environment with changing priorities.Ability to remain calm under pressure.Ability to organize tasks and work environment. 

 

Working Conditions:  Climate controlled office environment during normal working hours. Ability to travel by automobile, plane or other public transportation as necessary.  Exposure to normal hazards of road and air travel.