BroadPath Healthcare Solutions is seeking to hire a Member Services Supervisor to work remotely. Delivering flexible, innovative, Business Process as a Service (BPaaS) support to health plans and healthcare providers since 2008, BroadPath has earned its top spot as a leader in supplying work-at-home talent. We routinely provide surge support staffing during critically high volumes – our work is often seasonal and can often lead to steady state. Our proprietary software, Bhive, allows us to not only be a workforce innovator in our industry, but to have a fresh approach on how we connect, manage and engage our employees. You’ll join our dedicated team of BroadPathers who have exceptional experience and are dedicated to driving and achieving quality results every day. Grow, succeed, and be a part of the BroadPath movement that changes the way we work while making a difference in the healthcare space. Come work remote with us! #WAH #RemoteWork #FJTop100
Supervisors will be responsible for Member Service Representative teams that will receive inbound calls from current and potential members with inquiries which may include: benefit and eligibility information, claims and billing, primary care physician assignments, etc. Supervisors will be expected to maintain team performance and quality standards based on established call center metrics and benchmarks.
Accountable for the daily, weekly, and monthly activities of all team members
Set priorities for the team to ensure task completion and performance goals are met, such as quality, adherence, service level and average handling times
Monitor phone calls and provide coaching and feedback to team members.
Assists the team with escalated calls as needed
Monitors team chat to answer questions and discuss project priorities with the team
Assist in developing and managing schedules
May be managing local and remote team members
Minimum of one year of recent experience as a call center supervisor (preferably managing a healthcare member services team)
Experience managing employee performance including coaching to call center metrics
Must have strong technical skills (Microsoft Windows, keyboarding skills, strong systems aptitude, etc.)
Experience with support channels including telephone, email, and chat
Excellent verbal and written communication skills
Ability to remain focused and productive each day though tasks may be repetitive