Claims Representative Supervisor

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Position Description Shift Supervisor

Location: Remote FSLA Status: Non-exempt Reports to: Deputy Program Manager EEO Category: First/Mid-Level Managers

JOB SUMMARY:

Supervises, trains, coaches, and develops the Revelations team in support of the TriWest Customer Service Contact Center. This position ensures compliance with the Veterans Affairs Care in the Community Network (CCN) contract requirements, including TriWest policies, and procedures. Detailed, multi-tasked and fast-paced production environment. Reports to the Revelations Deputy Program Manager.

EDUCATION & EXPERIENCE

Required

• High School Diploma or G.E.D.
• 3+ years' experience in a customer service environment
• 2 years supervisory or leadership experience

Preferred

• Supervisory experience in a call center environment
• College education or equivalent
• Knowledge of medical terminology
• Managed Care experience

KEY RESPONSIBILITIES

• Monitors Contact Center performance levels, identifies training needs, and develops action plans for staff development. Monitors telephone system's real-time reports to ensure department service levels and contract requirements are met.
• Reviews management data entries for clarity of documentation and appropriate handling of encounters and inquiries.
• Counsels individual employees on job performance issues. Develops and monitors progress on employee Performance Improvement Plans. Drafts performance evaluations for management review. Alerts management and consults with Human Capital on performance and behavior issues.
• Ensures internal standards, guidelines and procedures are in place to achieve/maintain high customer service and performance levels. Ensures team follows system protocols for data entry edits and corrections.
• Provides adequate coverage of Contact Center using Workforce Management system to plan and adjust employee work schedules.
• Assists with the employee selection process, coordinates the training of new employees, and assists with Contact Center training initiatives.
• Conducts staff meetings and provides clear communication regarding any changes/issues affecting the Contact Center or team members.
• Assists Contact Center staff with customer contacts requiring supervisory intervention operational oversight and direction to staff.
• Performs other duties as assigned.
• Regular and reliable attendance is required.

COMPETENCIES

Technical Skills

Knowledge of Contact Center information systems; Knowledge of the VA CCN program and benefits and the military healthcare system, Ability to achieve daily and monthly production standards.

Team Building / Team Player

Influence the actions and opinions of others in a positive direction and build group commitment.

Problem Solving / Analysis

Ability to solve problems through systematic analysis of processes with sound judgment; Has a realistic understanding of relevant issues.

Organizational Skills

Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; Detail-oriented.

Multi-Tasking / Time Management

Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.

Leadership

Successfully manage different styles of employees; Provide clear direction and effective coaching.

Empathy / Customer Service

Customer-focused behavior; Helping approach, including listening skills, patience, respect, and empathy for another's position.

Coping / Flexibility

Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.

Computer Literacy

Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.

Communication / People Skills

Ability to influence or persuade others under positive or negative circumstances; Adapt to different styles; Listen critically; Collaborate.

WORKING CONDITIONS

• Ability to cover any work schedule.
• Works within a standard office environment, with minimal travel.
• Extensive computer work with prolonged sitting and wearing of headset.

** This indicates the general nature and levels of work expected of the incumbents. It is not designed to cover or contain a comprehensive listing of activities, duties, responsibilities, or competencies required of an incumbent. Incumbents may be asked to perform other duties as required. **