BPO Supervisor - Healthcare Account

Position's General Duties and Tasks

In these roles you will be responsible for:

• Provides front-line supervision to an operational, production, sales, service or administrative team of 2 or more employees.
  • Supervised team typically responsible for high number of transactions or processes.
  • Assigns work to direct reports
  • Recommends and takes action on hiring, firing, promotions, and disciplinary actions
• Supervises team ensuring highest quality of service is provided to clients
  • Monitors performance of team and reports
  • results and issues to higher-level leadership
  • Assists team with escalated client or account issues.
  • Manages the hiring, staffing and maintaining of a diverse and effective workforce.
  • Responsible for career development / planning, performance and pay discussions of team members.
  • Interacts with clients and internal departments to resolve issues.
  • Leads staff to complete assignments using established guidelines, policies and procedures.
  • Demonstrates professional courtesy and represents the company in a positive manner in all areas of internal and external communications. Responsible for appropriate record keeping, required reports, and ensuring related administrative functions are correct and maintained.
  • Compiles and analyzes data to identify trends for root cause analysis.

Requirements for this role include:

• High school Diploma or equivalent.
• Undergraduate degree or some college coursework preferred.
• 5+ year experience in customer service.
• 5+ years of experience that required a knowledge of healthcare insurance policy concepts.
• 5+ year of experience in a professional/office related role that required you to communicate (oral/written) effectively with internal team members and external customers.
• 5+ years of experience using a computer with Windows PC applications.
  Strong analytical / problem solving skills.
• Solid communication skills.
  • Demonstrated client service skills and leadership capabilities.
  • Knowledge, understanding and application of project management principles and methodologies
• Solid analytical / problem solving skills.
  • Demonstrated budgeting, business financial and P&L skills.

Required schedule availability for this position is Monday-Friday (08:00am to 08:00pm EST) and Saturday (08:00am to 12:00pm EST).  The shift timings can be changed as per client requirements. Additionally, resources may have to do overtime and work on weekend’s basis business requirement.