Job Description

Call Center Supervisor - $60k/annually DOE!

This position is a direct hire opportunity!

Integrity Trade Services is hiring a Call Center Supervisor for our healthcare client to start immediately at $60k/annually DOE! Receive comprehensive benefits through our client upon hire!

Responsibilities:

The Call Center Supervisor oversees and guides a team of Customer Service Representatives (CSRs) in a high-volume, fast-paced environment. This role requires sound judgment and effective planning to ensure the team consistently meets the Service Level Agreements (SLAs) outlined by the client, the State of Indiana Office of Medicaid Policy and Planning (OMPP), and the Centers for Medicare & Medicaid Services (CMS).

Leadership & Team Development

• Provide coaching, mentorship, and ongoing support to team members, encouraging both professional growth and skill enhancement.
• Assist employees in identifying and working toward individual career goals while recognizing and preparing high-potential staff for leadership opportunities.
• Regularly acknowledge and reward exceptional performance while offering constructive feedback to drive improvement and motivation.
• Identify skills gaps and coordinate training sessions, workshops, or development programs to ensure staff remain knowledgeable of best practices.
• Promote a culture of collaboration where employees feel empowered to contribute ideas, support process improvements, and work effectively as a team.

Team Supervision & Accountability

• Directly supervise a team of call center representatives, providing clear guidance, coaching, and daily oversight.
• Define and communicate performance expectations while monitoring results against established goals.
• Partner with the training department to ensure agents remain current with policies, products, and customer service standards.
• Conduct routine performance reviews and call monitoring, using feedback sessions to address gaps and improve results.
• Foster an engaged, positive work environment aimed at achieving operational excellence.

Operational Management

• Oversee daily contact center operations, ensuring adherence to schedules, workforce utilization standards, and service quality benchmarks.
• Monitor and analyze key performance indicators (KPIs) and trends, identifying opportunities for optimization and implementing corrective actions.
• Develop and maintain standard operating procedures (SOPs) to drive consistency, efficiency, and productivity.
• Provide leadership with accurate, timely reports and recommendations for improved performance.

Member Support & Escalation Management

• Deliver clear, accurate, and empathetic responses to members’ account and benefit inquiries to enhance satisfaction and ensure understanding.
• Implement structured escalation procedures for complex or unresolved issues, forwarding them to appropriate management or vendor partners.
• Handle escalated calls directly, de-escalating member concerns while ensuring compliance with HIPAA, customer service standards, and company policy.
• Proactively resolve members’ concerns while maintaining professionalism and representing the organization positively.

Technology & Process Tools

• Demonstrate advanced knowledge of internal systems, account management platforms, and benefits tools when supporting team members or assisting members.
• Work closely with IT to troubleshoot system issues, recommend enhancements, and support implementation of technology improvements.
• Ensure all inquiries are managed in compliance with data security and confidentiality protocols.
• Keep technical documentation updated to serve as a valuable resource for staff and cross-functional teams.
• Diagnose system discrepancies or benefit-related issues, offering solutions or escalating appropriately for resolution.

Professional Standards & Additional Duties

• Build and maintain strong professional relationships with staff, leadership, members, and clients.
• Resolve conflicts and manage sensitive situations tactfully and empathetically.
• Consistently uphold the company’s mission, values, and commitment to confidentiality while following all organizational policies.
• Interact with clients, members, patients, and colleagues with respect, professionalism, and courtesy at all times.

Location: Remote, must reside within 200 miles of SOUTH BEND, IN to be considered

• Some travel required

Schedule/Shift Details: First Shift

Qualifications:

• High school diploma or GED.
• Two-years’ experience in a call center.
• One or two years’ experience in insurance.
• 1-2 years supervisory experience.
• Knowledge of 1115 Medicaid Waiver program.
• Understands both Original Medicare and Medicare Advantage.
• Previous experience with Insurance Billing, Claims, Benefit Explanation.
• Experience with Artiva and HealthRules software

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