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Job Summary

The Supervisor Customer Service develops and maintains a staff of Customer Service Representatives and ensures customer inquiries are handled efficiently, accurately, professionally and in a timely manner through correspondence, email, telephone and in-person.

Requirements

EDUCATION

Bachelor's degree in related field. In lieu of degree, five (5) years’ experience as a Level III Customer Service Representative OR specialized customer service experience in a hospital business office, medical provider's office or other health insurance company functioning in a lead role will be considered.

EXPERIENCE

Minimum five (5) years' specialized customer service experience preferably with Arkansas Blue Cross Blue Shield plans OR applicable Masters in related field with minimum three (3) years' experience as stated above.

Minimum one (1) year experience utilizing Microsoft Word, Power Point, and Excel.

Demonstrated success as an individual contributor in current or related operational/functional area. Exhibits ability to coach and train others; possesses organizational and planning skills. May have team leader experience.

ESSENTIAL SKILLS & ABILITIES

Presentation

Oral & Written Communications

Critical Thinking

Leadership

Problem Solving

Conflict Resolution

Organizational

Interpersonal

Project Management

Time Management

Skills

• Analyze Information • Coaching Others • Conflict Resolution • Continued Learning • Customer Service • Decision Making • Employee Engagement Strategies • Evaluating Information • External Collaboration • Interpersonal Communication • Interpersonal Relationships • Management Techniques • Oral Communications • Personal Organization • Service Oriented • Sound Judgment • Team Collaboration • Team Development • Time Management • Written Communication

Responsibilities

• Accurately analyzes current section performance and staffing needs based on historical data and projected volumes. • Achieves and maintains divisional EEO/Affirmative Action goals. • Analyzes data obtained from inquiries to determine trends, problem areas, and ways to improve the Plan and report to management. • Corporate Affirmative Action Plan and company policies. • Creates a solid working relationship with all groups by working directly with the group contacts as needed to resolve issues. • Ensures a competent, accountable and motivated staff. • Ensures timely, accurate and courteous response to all inquiries. • Maintains National Performance Standards and Plan Objectives for Quality Control. • Performs other duties as assigned. • Stays informed of all changes in benefits, regulations and guidelines. • Supervises the hiring, coaching/training, employee development and performance management of assigned team. 

Certifications

Security Requirements

This position is identified as level three (3). This position must ensure the security and confidentiality of records and information to prevent substantial harm, embarrassment, inconvenience, or unfairness to any individual on whom information is maintained. The integrity of information must be maintained as outlined in the company Administrative Manual.

Segregation of Duties

Segregation of duties will be used to ensure that errors or irregularities are prevented or detected on a timely basis by employees in the normal course of business. This position must adhere to the segregation of duties guidelines in the Administrative Manual.

Employment Type

Regular

ADA Requirements

1.1 General Office Worker, Sedentary, Campus Travel - Someone who normally works in an office setting or remotely and routinely travels for work within walking distance of location of primary work assignment.