Supervisor Customer Service - Enrollment, Geisinger Health Plan

Location: Work from home (Pennsylvania) Shift: Days (United States of America) Scheduled Weekly Hours: 40 Worker Type: Regular Exemption Status: Yes Job Summary: Supervises, develops and manages a team of Customer Service Representatives to ensure customer service standards, accreditation and regulatory requirements are met. Serves as a resource for communication and access to services for staff, members, providers, employers, and other organizational customers. Reports and trends customer issues. Reviews, develops, and provides on-going training and educational tools to staff. Assist with site visits, plans, directs and controls activities of the Customer Service staff to meet the operational needs and goals of the department. Manages activities of the Customer Service staff to ensure accurate and timely completion of all customer related inquiries. Pulls data and analyzes reports of production and quality metrics and recommends changes to staffing, policies or processes. Responsible for resolving complaints, considering nature and complexity of complaint, requirements of governmental agencies, and policies. Works directly with customers on escalated issues that require management intervention. Job Duties: Provides leadership and developmental assistance to customer service team through daily interactions and monthly one on one meetings with all direct reports. Conducts monthly team meetings and involves staff in decision-making. Promotes activities that recognize and reward staff achievement. Creates and maintains standards, operational activities and performance measurement tools that meet operational and market needs in operational efficiency, quality, access and member satisfaction. Ensures timely and productive execution of planned customer service and education. Manages resource allocation in order to realize efficient production and maintain customer service performance standards. Assures adequate staffing levels and schedules in conjunction with appropriate