| Clinical Operations Supervisor (Call Center Supervisor) Who We Are: TurningPoint Healthcare Solutions is a leader in advanced clinical and technology-enabled complex condition management. TurningPoint provides an innovative suite of specialty care management services and technologies that enable health plans and employers to improve the safety, quality, and affordability of healthcare. Through its platform and specialized team of clinical experts, TurningPoint works collaboratively with providers to deliver optimal care. TurningPoint offers condition-specific, quality-driven, value-based care management services that optimize care from diagnosis and discovery through recovery. TurningPoint’s comprehensive and integrated suite of services enhances the support individuals need, at the time they need it most. Since launching in 2015, TurningPoint has provided support to more than 50 million people nationwide across numerous clinical specialties including musculoskeletal, pain management, cardiology, wound care, ear/nose/throat, and sleep. TurningPoint’s model moves beyond denial-based care to holistic condition management that improves outcomes and reduces cost. TurningPoint is an independent organization, not owned or affiliated with a health plan or provider system. Position Summary: The Call Center Supervisor supervises the work performance of the call center team by planning, organizing and tracking of workflow and productivity. Roles and Responsibilities: - Coordinates, supervises, and is accountable for the daily operations of the call center
- Supervises non-clinical Utilization Management staff including but not limited to: Call Center Representatives, Notification Specialists, and Peer to Peer Coordinators
- Ensures service and quality levels are met for all programs
- Sets priorities for the team to ensure task completion
- Identifies and resolves operational problems using defined processes, expertise and judgement
- Adheres to all compliance and quality management program requirements around the handling of complaints, grievances and other reportable events
- Demonstrates understanding or applicable systems and procedures to provide appropriate information to clients (e.g., workflows, utilization management and claims processing systems, claims payment methodology, etc.)
- Provides written and oral recommendations to management for cost-savings, productivity gains and improvements in customer service
- Serves as liaison between internal business leaders and clients to ensure mutual understanding of needs and clear expectations by all stakeholders
- Provides coaching and counseling to staff, ensuring they meet departmental guidelines
- Demonstrates understanding of client business requirements to ensure that their needs are being met
- Monitors productivity for team and adherence to contractual service level agreements (SLAs)
- Reviews quality of telephone service provided and determines new or recurrent training needs of individuals and/or teams
- Provides quality customer service, including the ability to listen and understand information being presented, as well as the ability to deescalate issues and resolve complaints independently
- Performs staff duties when unforeseen circumstances require, such as severe weather and/or other anomalies, which might negatively affect performance
- Attends and actively participates in Management and Quality Management Committee (QMC) meetings, as necessary
- Handles escalated calls for staff
- Respects and maintains HIPAA, PHI and company confidentiality guidelines
- Other duties as directed
Education, Experience and Licensure: - Bachelor’s Degree or AA degree and two years call center experience in a lead or supervisor role is preferred
- Three years’ experience in high-volume contact center, preferably in a health care environment
Knowledge and Skills: - Excellent communication skills, both verbal and written
- Ability to work in a fast-paced dynamic environment and easily adapt to fluctuating workloads
- Skilled in applying critical thinking to evaluate issues and apply problem solving techniques to provide direction to team members; ability to research and analyze information and make sound decisions
- Exceptional organizational skills, including the ability to prioritize and manage multiple projects while adhering to service-level agreements and other tight deadlines
- Ability to partner and collaborate with peers to provide guidance and direction
- Intermediate proficiency in Microsoft Office Suite (Excel, Outlook, PowerPoint, Word)
- Must be able to foster a positive and productive work environment with the ability to lead and motivate staff of diverse individuals
- Must possess excellent organizational skills and attention to detail; commitment to customer service
TurningPoint Healthcare Solutions is an Equal Opportunity Employer.
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