Develop supervisors to be effective coaches, facilitators and motivators for their teams. Service as coach, facilitator and motivator to the Customer Care Center Supervisors to create accountability for meeting quality and service level goals on a consistent basis. Remove barriers that result in team not achieving both individual and group objectives.
Provide a forum for all customer care staff to receive Priority Health information and provide direction and vision on how their performance directly links to the status of the plan's performance and results. Ensure consistency of best practices across the teams.
Ensure that employee one-on-one and team specific meetings are routinely scheduled to discuss performance results, service and operational issues and provide all team members the opportunity to explore alternative approaches to exceed the current performance of team members on a monthly basis. Identify successes and areas for improvement. Implement appropriate counseling and performance improvement action plans according to human resource regulations and guidelines.
Responsible for interviewing, hiring, coaching, performance management, engagement and retention of team members to maintain acceptable service levels in a production, in-bound call center.
Partner with Manager, C/S Operations to ensure performance tracking and trending tools are in place to allow for daily monitoring of the team's performance level for all functions to ensure that departmental standards are met. The partnership with the Customer Care Center Operations team includes effectively educating team on an ongoing basis relative to day-to-day changes, company initiatives and communications (internal and external) that may directly affect their interpretations of policy changes or benefit clarifications to members and employers. Ensure consistency exists with the application of operational policies and procedures with the team. Identify customer issues, determine root cause and implement effective solutions to improve the customer experience.
Partner with Manager, C/S Operations to analyze call volume, shrinkage and staffing reports provided by workforce management tools to ensure schedules are optimized based on trends. Implement creative solutions to fill gaps in scheduling. Manage staffing ratios and utilization/optimization to ensure customer service goals are met. Oversees staff allocations between multiple centers, including evening and weekend hours.
Develop and implement technologies and processes to transform customer service while ensuring sound quality assurance practices.
Effectively navigate the organization to solve issues or recommend process improvements on behalf of the customer experience and/or drive efficiencies for the business.
Required
Preferred
As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.
Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.
On-demand pay program powered by Payactiv
Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!
Optional identity theft protection, home and auto insurance, pet insurance
Traditional and Roth retirement options with service contribution and match savings
Eligibility for benefits is determined by employment type and status
Primary Location
SITE - Priority Health - 1231 E Beltline Ave NE - Grand RapidsDepartment Name
Customer Service Medicare - PH Managed BenefitsEmployment Type
Full timeShift
Day (United States of America)Weekly Scheduled Hours
40Hours of Work
8 a.m. to 5 p.m.Days Worked
Monday to FridayWeekend Frequency
N/ACURRENT COREWELL HEALTH TEAM MEMBERS – Please apply through Find Jobs from your Workday team member account. This career site is for Non-Corewell Health team members only.
Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.
Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.
An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.
You may request assistance in completing the application process by calling 616.486.7447.