Boise, Idaho
CUSTOMER ADVOCATE SUPERVISOR Job Opening in Boise, Idaho - YHI is seeking a Customer advocate supervisor to oversee all day-to-day activities of a team of Consumer Support employees in a fast-paced, call center environment to ensure effective execution of YHI?s service line scope of responsibilities.
Primary Responsibilities:
Provide leadership and guidance to enable the CS team to effectively meet business and operational needs. Effectively monitor and maintain staff performance levels (ie, quality, productivity, time management, and other expectations of CS employees).
Direct supervision of a team of CS employees, to include selection/hiring, training and coaching, scheduling and schedule adherence, metrics, performance management, and disciplinary situations.
Provide CS team with training, escalation and question/answer assistance, as well as constructive feedback on quality, productivity, time management, and related expectations of CS.
Monitor, measure, analyze, and improve performance metrics of CS team. Conduct and evaluate CS productivity reporting and related performance metrics.
Keep up-to-date on State and Federal regulations related to ACA, determine business impact of new and revised regulations, and ensure practices and procedures are compliant with regulations.
Oversee all day-to-day activities of a team of YHI Consumer Support employees in a fast-paced, call center environment to ensure effective execution of YHI?s service line scope of responsibilities.
Collaborate, influence decisions, and resolve complex consumer support problems.
Participate and/or lead cross-functional teams to research, evaluate and recommend alternatives, and resolve business operational initiatives/issues.
Interpret operational expectations and facilitate change in customer service practices and procedures to ensure alignment.
Analyze customer user stories and business requirements and apply policy rules to achieve desired outcome.
Provide guidance in CS team in handling consumer escalations, appeals, and grievances. Utilize YHI?s technology platform to research and resolve complex or unique consumer escalations.
Provide guidance in support of YHI?s operations such as carrier appeals, carrier reconciliations, and renewal of eligibility for non-financial assistance.
Effectively facilitates change to align CS functionality to operational objectives, consumer needs, and federal regulations.
May assist with reporting and data analytics for YHI?s technology solution.
Perform other duties as assigned.
Primary Qualifications:
BA/BS in related field or equivalent through professional experience
4+ years customer service experience, including resolving complex customer situations
Demonstrated successful leadership and people management skills
Effective change management, , detail-orientation, and analytical skills
Excellent verbal and written communication skills as well as ability to provide/receive constructive feedback
Knowledge of the healthcare industry, the Affordable Care Act (ACA) and/or experience overseeing a healthcare-related program.
Strong computer skills, including Microsoft suite and ability to learn/utilize other technology applications
Strong problem solving, reading comprehension, business analysis, and technical/business writing skills
Ability to work in a fast-paced workplace, adapt to a continually evolving environment, and work independently with limited supervision
A committed team player with exceptional interpersonal, problem-solving, and communication skills with ability to develop and maintain cooperative and productive work relationships
Ability to assume responsibility and maintain confidentiality consistent with the values and integrity of YHI
Equal Opportunity Employer
Responsibilities and qualifications listed are not all inclusive.
Job Type: Full-time
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