Position Summary
Manages direct reports (team). Supervisors are responsible for distributing work, ensuring workload balance, monitoring attendance and monitoring productivity. They are responsible for coaching, mentoring, providing feedback to team members as well as providing supervisors with input for performance reviews and disciplinary actions. Supervisors should sit-in on interviews, influence hiring decisions as well as performance appraisals. They are also involved in Special Projects. Along with Supervisor duties also create and improve upon the training process to ensure our onboarding process is as smooth, effective and efficient as possible. Responsible for the training and delivery of all teaching materials for new hires coming into the department, as well as, process redesign as changes are rolled out. Exercise discretion and maintain confidentiality in the execution of duties and responsibilities.
Primary Duties & Responsibilities
- Act as the main resource for questions/concerns on the call center floor.
- Supervisors assist with managing the team's quality using monthly scorecards and EOC reviews.
- This role requires meeting with direct reports one-on-one to provide feedback on a monthly basis.
- Handles routine staff issues but performance management / warnings are co-handled with department the Manager.
- Approve Timesheets in ADP. Approve PTO. Track attendance.
- Work with Manager to provide mid-year and annual Performance review.
- Holds Team meetings/huddles.
- Handle Emails from sensitive clients (such as Cincinnati and City of LA) and RSM/CAEs.
- Handle Special projects especially for newer clients.
- Handle certain Email boxes in Outlook
- Review reports on a daily basis
- Contribute to overall process/product improvements by participating in User Acceptance Training (UAT) at the request of IT/PMO such as Lightning and Quattro Migration
Qualifications
- Must possess excellent internal and external customer service skills.
- Demonstrates leadership qualities and can do attitude.
- Strong verbal and written communication skills
- Solid use and comprehension of web based applications – MedManager and MedVantage is preferred
- Must have the ability to multi-task with ease and proficiency
- Demonstrate poise and exemplary professionalism
- Solid Microsoft Word, Excel and Outlook skills
