Call Center Supervisor

Call Center Supervisor

Join our team of Health Care Professionals at C2Q Health Solutions!

C2Q Health Solutions is a New York State Department of Health licensed home care agency and supplemental staffing service that will soon offer in-home care for the elderly, sick, or homebound in the Bronx, Brooklyn, Queens, Manhattan, Nassau, and Westchester County.

We offer personalized nursing care and social work services in the home designed to meet our client's needs, provided by our trusted team of licensed professionals. Our primary goal is to keep our clients safe, healthy, and living in the comfort of their own home.

The Call Center Supervisor will assist in overseeing the daily operations of the Call Center team, ensuring compliance with the policies & procedures, and identifying performance improvement opportunities. The Call Center Supervisor will assist in the resolution of any highly sensitive & confidential issues reported by members, providers, or staff. This role will assist in the training and monitoring the Call Center Representative staff.

JOB RESPONSIBILITIES:

- Supervision over the Call Center Representative staff.

- Monitor phone telecommunication dashboard to ensure all call metrics expectations are met.

- Upon escalations received, must assist in investigating and resolving confidential participant, staff & providers grievances, and complaints.

- Perform quality calls and notes audit monthly. Results to be reviewed with team management and may require to be discussed with staff.

- Review daily ad-hoc report on team documentation notes and coordinate corrections with staff as per notes guidelines.

- Responsible for assignment delegation via email and system related tasks to team members.

- Obtain responses and required information from internal and external entities accordingly.

- Assist in staff training protocols based on existing and/or new procedures and policies.

- Assist with any service requests as needed.

- Coordinate documentation and follow up with staff in different departments issues and/or requests resolutions, as needed. Examples: Appeals & Grievances, IDT Teams, Provider Relations, Claims, etc.

- Monitor staff adherence to company and department policies and procedures.

- Participate in conference calls meetings as needed.

- Monitors all incident reports and center no-shows.

- Monitor submission of clinical documentation to LHCSA which includes and not limited to 485 form, plan of care, nursing notes.

- Ensure compliance with the reviews of duty sheets prior to case conferences.

- Responsible for managing team time-off requests and annual performance appraisals.

- Conducts and assists with team specific meetings.

- Administer disciplinary actions and hold staff accountable for performance as needed.

- Performs other duties as assigned

Schedule: 8:30AM – 5:30PM ET

Weekly Hours: 40

QUALIFICATIONS:

* Bachelors or Associates Degree in business, health care or related field.

* Three years call center experience required.

* Two years' experience in a managed care healthcare setting preferred.

* Experience with Coding (ICD-10), Authorizations, Call Center setting and provider relations preferable.

* Three years of supervision experience preferred.

Additional Requirements:

* Typing test must be taken. Results should be more than 40 WPM and "Good" or "Above" accuracy.

* Ability to pass multi-tasking competency test involving various screen navigation, listening to the customer, enter data about the interaction, and suggest resolution to the customer's issue.

* Within 45 days, must pass a proficiency test of Echamp, Ecare, Pegassus, Broadview and any other system used daily.

* Proficient in computer programs such as Microsoft Office and Microsoft Excel.

* Knowledge of other database programs a plus.

* Excellent verbal and written communication skills.

* Excellent problem solving and analytical skills.

* Accurate attention to detail with strong organizational skills.

* Demonstrated ability to manage multiple projects and be flexible.

Language: Spanish, Russian, Chinese, Korean, Albanian or French Creole

Physical Requirements

Individuals must be able to sustain certain physical requirements essential to the job. This includes, but is not limited to:

- Standing – Duration of up to 6 hours a day.

- Sitting/Stationary positions – Sedentary position in duration of up to 6-8 hours a day for consecutive hours/periods.

- Lifting/Push/Pull – Up to 50 pounds of equipment, baggage, supplies, and ability to lift patients safely and using OSHA guidelines, etc.

- Bending/Squatting – Must be able to safely bend or squat to care for patients, use medical supplies, etc.

- Stairs/Steps/Walking/Climbing – Must be able to safely maneuver stairs, climb up/down, and walk to access work areas Position requires the individual to be able to travel, and walk between sites/locations and work areas throughout the day.

- Agility/Fine Motor Skills - Must demonstrate agility and fine motor skills to operate and activate equipment, devices, instruments, and tools (ie. typing, use of medical supplies, equipment, etc.)

- Sight/Visual Requirements – Must be able to visually assess patients, read orders type/write documentation, etc. with accuracy.

- Audio Hearing and Motor Skills (language) Requirements – Must be able to listen attentively and document information from patients, community members, providers, etc., and intake information through audio processing with accuracy. In addition, must be able to speak comfortably and clearly with language motor skills for customers to understand the individual.

- Cognitive Ability – Must be able to demonstrate good decision-making, reasonableness, cognitive ability, rational processing, and analysis to satisfy essential functions of the job.

Disclaimer: Responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of the company.

We offer Medical, Dental, Vision, Life Insurance, Short Term & Long-Term Disability plans, Paid Family Leave, 403B, Generous Vacation and Time Off plans, Tuition Reimbursement and MORE!

If your qualifications, meet our needs, please send your resume.

C2Q Health Solutions

We are an equal opportunity employer

Job Type: Full-time

Pay: $60,000.00 - $68,000.00 per year

Benefits:

* 401(k)
* 401(k) matching
* Dental insurance
* Health insurance
* Life insurance
* Paid time off
* Tuition reimbursement
* Vision insurance

Schedule:

* Monday to Friday

Application Question(s):

* What is your desired salary?

Education:

* Associate (Preferred)

Experience:

* Call center: 1 year (Preferred)
* leadership: 1 year (Preferred)

Work Location: Remote