Job Description
Title: Licensed Health Insurance Supervisor – Call Center
Location: United States
Work At Home
Job Description
Innovative, Dynamic, Fast Paced and Collaborative, these are just some of the phrases that our employees use to describe us. Don’t just take it from us though, become a part of BroadPath and experience our Culture of Constant Connection! At BroadPath we strive to transform the modern workplace by embracing the spirit of revolution coupled with advanced technology to create an engaging and connected experience. BroadPath is hiring Call Center Supervisor. This is a licensed position. Our Call Center Supervisor will be responsible for providing guidance and support to member services representatives by handling outbound interactions. The supervisor supports hiring, managing and development for employees and proactively monitors individual and team performance by providing frequent, ongoing feedback and coaching. The supervisor is accountable for team KPI performance and remediation.
Responsibilities
- Accountable for the daily, weekly, and monthly activities of all team members
- Set priorities for the team to ensure task completion and performance goals such as quality, adherence, service level and average handling times are met
- Ensures compliance to policies, procedures, and state and federal regulations
- Monitor performance and provide coaching and feedback to team members
- Assists the team with escalated calls as needed
- Monitors team chat to answer questions and discuss project priorities with the team
- Assist Workforce Management in developing and managing schedules
- May be managing local and remote team members
- Monitor and evaluate teams calls on a daily/weekly basis
Basic Qualifications
- Licenses Required: Health Producers License in Washington and Oregon.
- Certifications Required: 2023 24 FFM
- Minimum of one year of recent experience as a call center supervisor (preferably managing a healthcare member services team)
- Experience managing employee performance including coaching to call center metrics
- Must have strong technical skills (Microsoft Windows, keyboarding skills, strong systems aptitude, etc.)
- Experience with support channels including telephone, email, and chat
- Excellent verbal and written communication skills
- High school diploma or equivalent