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Manager, Call Center

Job Description

KEPRO is a rapidly growing
national quality improvement and care management organization. We work to
ensure that over 1 billion people receive the right care, at the right time, in
the right setting.  KEPRO is seeking resumes for a highly experienced professional
to be located in Nashville, TN




 Manager, Call Center - Healthcare 



Responsible for oversight of the Customer Service
area and staff.  Monitors productivity
and quality standards of department to meet contract deliverables and company
business objectives while ensuring excellent customer service.



  • Hire, supervise, monitor and evaluate the performance of the Intake/Customer
    Service staff, and prioritizes and assigns workload.
  • Ensures that Customer Service staff appropriately logs and retrieves
    information and monitors their work to ensure that data entry is timely and
    accurate.
  • Ensures that turnaround times are met for Customer Service inquiries,
    complaints, following standard operating procedures. Oversees staff
    communication with customers for accuracy of response and courteous manner.
  • Guides, directs, trains and assists staff to ensure they are
    knowledgeable regarding methods, tools, and procedures within Contract and all
    regulatory guidelines.  Provides support
    and direction to staff for difficult situations.
  • Ensures that call volume standards and established service level performance
    standards are met or exceeded. 


QUALIFICATIONS



  • Minimum Associates degree required
  • Four
    years’ experience in a call center environment preferably within a healthcare
    or insurance environment.
  • Minimum
    one (1) year experience in a supervisory role.
  • Must be proficient in call center
    technologies/customer service management systems.
  • Ability to identify and resolves problems in a
    timely manner, gather and analyze information skillfully; work well in group
    problem solving situations and maintain a calm demeanor in difficult
    situations.
  • Adept at dealing with contract and provider
    relationships. Customer service focused: 
    Able to respond promptly to customer needs; solicit customer feedback to
    improve service; respond to requests for service and assistance; and meet
    commitments.
  • Speaks clearly and persuasively in positive or
    negative situations; listens and obtains clarification.  Contributes to building a positive team spirit.
  • Knowledge
    of MS Office

Job Requirements

 

Job Snapshot

Location US-TN-Nashville
Employment Type Full-Time
Pay Type Year
Pay Rate N/A
Store Type Health Care, Insurance
Apply

Company Overview

KEPRO, Inc.

Evolving intelligence with timeless values.Since 1985, KEPRO has helped over 1 billion members lead healthier lives through clinical expertise, integrity and compassion. Our values are promises we keep every day. And why we keep growing with our clients. Learn More

Contact Information

US-TN-Nashville
Snapshot
KEPRO, Inc.
Company:
US-TN-Nashville
Location:
Full-Time
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
Health Care, Insurance
Store Type:

Job Description

KEPRO is a rapidly growing
national quality improvement and care management organization. We work to
ensure that over 1 billion people receive the right care, at the right time, in
the right setting.  KEPRO is seeking resumes for a highly experienced professional
to be located in Nashville, TN




 Manager, Call Center - Healthcare 



Responsible for oversight of the Customer Service
area and staff.  Monitors productivity
and quality standards of department to meet contract deliverables and company
business objectives while ensuring excellent customer service.



  • Hire, supervise, monitor and evaluate the performance of the Intake/Customer
    Service staff, and prioritizes and assigns workload.
  • Ensures that Customer Service staff appropriately logs and retrieves
    information and monitors their work to ensure that data entry is timely and
    accurate.
  • Ensures that turnaround times are met for Customer Service inquiries,
    complaints, following standard operating procedures. Oversees staff
    communication with customers for accuracy of response and courteous manner.
  • Guides, directs, trains and assists staff to ensure they are
    knowledgeable regarding methods, tools, and procedures within Contract and all
    regulatory guidelines.  Provides support
    and direction to staff for difficult situations.
  • Ensures that call volume standards and established service level performance
    standards are met or exceeded. 


QUALIFICATIONS



  • Minimum Associates degree required
  • Four
    years’ experience in a call center environment preferably within a healthcare
    or insurance environment.
  • Minimum
    one (1) year experience in a supervisory role.
  • Must be proficient in call center
    technologies/customer service management systems.
  • Ability to identify and resolves problems in a
    timely manner, gather and analyze information skillfully; work well in group
    problem solving situations and maintain a calm demeanor in difficult
    situations.
  • Adept at dealing with contract and provider
    relationships. Customer service focused: 
    Able to respond promptly to customer needs; solicit customer feedback to
    improve service; respond to requests for service and assistance; and meet
    commitments.
  • Speaks clearly and persuasively in positive or
    negative situations; listens and obtains clarification.  Contributes to building a positive team spirit.
  • Knowledge
    of MS Office

Job Requirements

 
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