Call Center Supervisor - New York New York

Location: New York, New York
Posted On: 05/04/2024

Health

For nearly 40 years, our client has partnered with federal, state and local governments to make public health insurance programs run effectively for the individuals and families they serve. We provide complete solutions, making large, complex systems and programs run smoothly. We support communities and reach out to individuals, helping them get the services they need to improve health outcomes.



EDUCATION/EXPERIENCE: Associate's or Bachelor's degree from an accredited college or university; a minimum of one year of supervisory experience in a health or social services field with a High school diploma or equivalency required, or related customer service functions; experience working with culturally and linguistically diverse populations in a courteous and effective manner.



JOB

RESPONSIBILITIES:

1. Supervise call center operations and all related Exchange Call Center activity for Tier 1 or Tier 2 CCRs.

2. Monitor the performance of Tier 1 or Tier 2 Call Center Representatives (CCRs# and provide feedback and education to staff to improve performance.

3. Assist with the development and implementation of procedures pertinent to the effective and efficient operation of the Exchange Call Center, and assist with establishing performance goals and measurements for Tier 1 or Tier 2 CCRs.

4. Assist Tier 1 or Tier 2 CCRs in responding to customer inquiries regarding the insurance affordability programs, Advanced Premium Tax Credits #APTCs#, modified adjusted gross income #MAGI#, qualified health plans #QHPs), and Medicaid managed care program, community resources, and options for client inquiry resolution programs.

5. Work closely with the Quality Assurance/Training Manager regarding staff performance and training needs.

6. Performs other duties as may be assigned by the Call Center Supervisor or Management. More...

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