Customer Service Supervisor
Location: Remote, Connecticut US
Job Number: 866
The Customer Care Supervisor position focuses on the effective responses to all customer inquiries. This position meets departmental goals by guiding and directing the activities of the team; ensures that appropriate development, training, and performance management of these resources takes place. Ensures DentaQuest customer service functions are seen as a differentiator in the market place.
PRIMARY JOB RESPONSIBILITIES: Accomplish departmental goals (accessibility, accuracy of information provided on calls, call management standards, budget, inventory, etc.) by providing leadership and directing activities of the customer service staff and by proactively communicating to the manager and director issues, which may prevent accomplishment of departmental goals. Supervising staffing of customer service resources by working with statistical data from call center reports and customer service productivity, when appropriate. Assess call quality produced by employees and the team by monitoring telephone calls and reviewing written correspondence. Assess call monitoring and take the actions as required to improve or sustain performance. Develop action planning for performance improvement by analyzing monthly reports and other observed trends. Organize and track key information and documents. Work with other departments to ensure queues times are met. Manage Altiris tickets and ensure appropriate language, attention, and turnaround times exist to appropriately address departmental needs. Develop innovative ways to motivate the staff. Foster an environment of teamwork by participating in and leading teambuilding activities. Provide customer center workflow and quality improvement. Resolve issues in accordance with DentaQuest's internal policies, client contracts, and state and federal regulations. Prepare reports and conduct data analysis for client meetings and presentations. Identify and create efficiencies. Represent DentaQuest in Customer Service issues with internal and external customers (i.e. accounts, members, dentists, groups, etc). Other duties as assigned.
- Bachelor's degree or equivalent experience.
- 5 years' experience working in a high-volume call center environment. Knowledge of claims life cycle.
- Excellent analytical and problem solving skills.
- Strong computer skills including Microsoft Office applications, and general reporting software.
- Ability to present to professionals - clients, colleagues, senior leaders.
- Excellent math capabilities; including the ability to analyze and organize data.
- Strong attention to detail.
- Ability to make appropriate decisions.
- Excellent organizational skills.
- Excellent communication skills: written, verbal and interpersonal.
- Ability to work well with others at all levels of the organization.
- Ability to work under pressure.
- Ability to identify and escalate critical conditions.
- Strong aptitude for learning new technology applications.
- Required to attend additional training as requested/deemed necessary.
- Experience with insurance and/or service industry a plus.
PHYSICAL DEMANDS: Incumbent must be able to communicate effectively. Requires overall light physical effort (up to 25lbs.) Manual dexterity and sitting is required in carrying out position own position responsibilities (i.e. use of personal computer). Ability to travel or move about within and outside serviced facilities required. Incumbent works primarily in either a private or shared office environment.
At DentaQuest, we believe that everyone should live life free of dental disease. As a purpose-driven, double bottom line company that is improving oral health for everyone, we are transforming the oral health system - from the way we provide care and pay for it, to how we talk about it and prioritize it in our policies and communities.
Meaningful change requires a revolution in oral health. We are redefining what it means to prevent disease and provide better access to care for everyone. We are going beyond the dental chair to reshape the oral health system, addressing total health and the social and cultural factors that impact it.
To make this revolution a reality, we harness our unique reach and insights to advance policy, financing, care, and the community. That means solving problems in a flexible and efficient way, testing and trialing to create new solutions and deliveringmeasurableoutcomes for the people we serve.
The people of DentaQuest have a common purpose, and we work together with passion, perseverance and focus to achieve a nation where no child suffers from the pain of tooth decay. Where adults keep all their teeth for their entire lives. Where every person has access to quality dental care.
Job Number: 2832
Community / Marketing Title: Customer Service Supervisor
Location_formattedLocationLong: Remote, Connecticut US