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Supervisor, Call Center in Phoenix, AZ at CIOX Health

Date Posted: 4/10/2018

Job Snapshot

Job Description

Job purpose The person in this role is responsible for ensuring a service-oriented and professional working environment by supervising the performance of the team in the PAF Prep Department. The person in this role is also responsible for making sure the day to day operations runs smoothly, all PAFs are prepped and client needs are met as well as assisting the QA Department on a as needed basis. Duties and responsibilities Communicating the companys purpose, core values, and vision to the employees. Ensuring that the employees follow their schedules properly as designed. Meeting internal goals for efficiency, accuracy and speed. Interacting with the client via email or phone when questions or issues arise. Completing and sending the client all audit reports in a timely manner. Reviewing each page of the PAF chart/progress notes to make sure that the records retrieved are for the correct member and meets predetermined requirements. Ensuring the confidentially of data collected and stored is maintained appropriately. Reviewing assigned documents in a timely manner. Assisting in training new PAF Prep agents as needed Documenting general reports on each team members performance and targets as well as ensuring that they exceed the goals. Working with team members to help them surpass their potential. Meeting and exceeding departmental objectives. Any other duties assigned. Qualifications Minimum of one-year supervisory experience managing a team of 20 or more employees required. Medical records or coding experience is preferred. High school diploma or equivalent. Bachelors degree in administration, management or any related field is preferred. Proven ability to be a Team player by following Company policies, receiving constructive criticism effectively, listening objectively and addressing problems constructively. Exceptional accuracy and attention to detail. Working knowledge of Microsoft Office suite (Word, Excel, PowerPoint, etc.). Proven ability to prioritize, multi-task and adapt to a fast-paced team oriented environment. Proven ability to manage projects, show initiative and think outside the box. Strong attention to detail and organizational skills. Excellent verbal and written communication skills. Examples include effectively communicating through meetings, regular written reports, productivity reports (Excel)and verbal project updates. Ability to read prepared documents; respond to inquiries Effectively present information to employees, clients and top management. Excellent interpersonal skills.

Job Requirements

QUALIFICATIONS:

To perform this job successfully, the employee must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EXPERIENCE:

  • Minimum of one year supervisory or call center experience managing a team of 20 or more employees required.
  • Experience in one of the following strongly preferred:
  • Sales call center (inbound or outbound); customer service call or web center; and/or credit card operations or collections call center.
  • A combination of training, education, and experience that is equivalent to the employment standard listed above and that provides the required knowledge and abilities.

EDUCATION:

  • High school diploma or equivalent.
  • Bachelors degree in administration, management or any related field is preferred, but not required.

LANGUAGE SKILLS:

  • The following requirements are not meant to imply that the Company expects the employee to speak English only or English at all times.
  • Ability to read prepared documents; respond to inquiries or complaints from customers and regulatory agencies; effectively present information to employees, customers and top management in English.

MATHEMATICAL SKILLS : Ability to apply basic mathematical concepts.

REASONING ABILITY: Ability to apply principles of logical thinking.

OTHER SKILLS AND ABILITIES

  • Strong administrative and supervisory skills.
  • Strong leadership and motivational skills.
  • Computer skills including Windows based applications (Word, PowerPoint, Excel, Access, Outlook).
  • Excellent organizational skills.
  • Ability to conduct effective/productive meetings.
  • Proven ability to prioritize, multi-task and adapt to a fast paced team oriented environment.
  • Proven ability to manage projects, show initiative and think outside the box.
  • Adaptable to changing business environment.
  • Sound judgment in decision making ability.
  • Excellent interpersonal skills. Demonstrated ability to work within a diverse work group environment. Flexibility with working hours, which may include hours outside of normal scheduled work hours.