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Medicare Call Center Supervisor

Job Summary:

Manage daily operations of the Member Services Call Center including personnel and operational responsibilities and adherence to CMS call requirements.

Essential Functions:

  • Provides day-to-day oversight and support of the Call Center.
  • Responsible for overall management and quality of department staff.
  • Provides immediate and interval training, coaching and feedback to continually improve call quality and compliance.
  • Assists in planning, developing, and making recommendations for the organizational
    structure as well as workforce management .
  • Assists the Member Services Director and Associate Directors with special assignments.
  • Oversees and assists with day-to-day operations.
  • Develops and reviews data and analytical reports, tracks interventions and results. Reports
    progress.
  • Develops and reviews written policies and procedures.
  • Ensures that all staff reference material is updated.
  • Mentors and develops subordinates and other staff.
  • Ensures Member Services Call Center training program meets the needs of the department.
  • Assists with CMS compliance and is thoroughly knowledgeable of all CMS call requirements including accurate classification of calls, CMS required metrics and privacy requirements.
  • Monitors phone statistics.
  • Participates in the development and revision of member materials.
  • Reviews and analyzes documentation of calls and other department activities.
  • Other duties as assigned.

Qualifications:

  • Bachelor’s degree and a minimum of five (5) years government, health care, pharmacy benefit management, compliance or quality professional call center experience(equivalent combination of education and experience considered.)
  • Must have strong Microsoft Office Suite skills. Advanced skills in Word, Excel, Access and PowerPoint required
  • Experience with Medicare standards required
  • Must have strong verbal and written communication skills.
  • Individual should be detail oriented with strong organization, prioritization and analytical skills with the ability to work independently.
  • Must work well under tight timelines and adapt quickly to change in a fast-paced, team-oriented, and high-growth environment.

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Medicare Call Center Supervisor

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