Company Statement
EmblemHealth is one of the nation’s largest not for profit health insurers, serving members across New York’s diverse communities with a full range of commercial and government-sponsored health plans for employers, individuals, and families. With a commitment to value-based care, EmblemHealth partners with top hospitals and doctors, including its own AdvantageCare Physicians, to deliver quality, affordable, convenient care. At over a dozen EmblemHealth Neighborhood Care locations, members and non-members alike have access to community-based health and wellness guidance and resources. For more information, visit emblemhealth.com.
Supervisor, Call Center (Hybrid)
🔍 Farmington, Connecticut
Summary of Job:
- Develop, supervise, and audit the telephone call center staff to consistently achieve departmental goals and create an effective interface between internal and external customers.
- Monitor staff to ensure compliance with departmental and corporate policy, procedures, and standards of performance.
- Ensure appropriate scheduling/allocation of staff to provide coverage for normal and peak customer demand periods.
Responsibilities:
- Develop, supervise, and evaluate assigned staff (up to 20+ employees).
- Develop, communicate and monitor performance expectations and plans for all direct reports; conduct performance reviews within specified time frame. Provide feedback on a regular basis.
- Apply personnel policies to ensure the continual development of staff; act as a coach and mentor for staff to assist with the resolution of employee performance issues.
- Maintain an environment of quality improvement through continuous evaluation of processes and policies. Lead and develop teams to quickly diagnose root causes to problem areas.
- Conduct phone audits of Call Center staff to ensure quality in product knowledge, customer service and effectiveness of training.
- Identify and recommend new technologies and process efficiencies.
- Track and report statistics on unit activity, response times, quality results, and other measures that affect departmental objectives.
- Perform other related projects and duties as assigned.
- Interact with staff to enhance procedures and workflows within Customer Service and other Departments.
- Interact with various departments throughout the organization to identify, address and resolve questions, procedures and issues surfacing through communication and contact with members, providers, and facilities.
Qualifications:
- Bachelor’s degree; additional years of related experience/specialized training may be considered in lieu of educational requirements required
- 3 – 5+ years of relevant professional work experience required
- 1+ years of experience managing staff and processes in a customer service environment required
- Telephone customer service experience preferred
- Prior experience in a healthcare organization, medical office, sales/service, or billing environment preferred
- Excellent communication skills (verbal, written, active listening, interpersonal) with all levels/types of staff required
- Demonstrated analytical and collaborative problem-solving skills required
- Knowledge of medical terminology and procedural coding, provider reimbursement, coordination of benefits and all types of medical claims preferred
- Previous system user experience in a highly automated environment required
- Proficient in MS Office (Word, Excel, Powerpoint, Outlook, etc.) required
- Knowledge of telephone system technology, platforms, systems, etc. preferred
Security Disclosure
If you receive a job offer from EmblemHealth, the email will be from “HRTalentAcquisition” with the subject: “Offer of Employment for (job title) – Please respond online.” We will never ask you to join a Google Hangout, buy your own equipment, or pay to apply. We also do not use third-party email services like Yahoo or Gmail.
Pay Disclosure
At EmblemHealth, we prioritize transparency in our compensation practices. We provide a good faith estimate of the salary range for potential hires, which is based on key factors such as role responsibilities, candidate experience, education and training, internal equity, and market conditions. Please be aware that this estimate doesn’t account for geographic differences related to your work location. Typically, new hires may not start at the top of this range, as compensation is tailored to each individual's circumstances. For union positions, salaries will be determined according to the collective bargaining agreement. Join us at EmblemHealth, where your contributions are valued and supported by fair compensation.
EEOC Statement
We value the diverse backgrounds, perspectives, and experiences of our workforce. As an equal opportunity employer, we consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity, pregnancy, marital status, national origin, disability, veteran status, or any other protected characteristic protected by law.
Sponsorship Statement
At EmblemHealth, we are committed to building a diverse and talented workforce. However, we are unable to consider applicants who require, or are likely to require, either before or after hire, visa sponsorship for work authorization in the United States, including but not limited to H-1B, F-1 (STEM OPT), TN, or any other non-immigrant status. Some extremely rare exceptions may apply based on critical business needs.