Healthcare Call Center Supervisor (Troy, MI) - BeneSys, Inc.

Healthcare Call Center Supervisor (Troy, MI)

Do you thrive in a fast-paced environment? Are you a natural leader with a passion for building high-performing teams? If so, then we want YOU to join our Healthcare Enrollment Team as a Supervisor!

About the Role:  As our Healthcare Call Center Supervisor, you will play a pivotal role in ensuring our members and their dependents receive exceptional service every time they call. You will lead and motivate a team of call center representatives, fostering a positive and productive work environment while driving towards key performance goals. This is a call center environment where providing exceptional service with every call is our top priority.  

Responsibilities:

• Team Leadership
  • Hire, onboard, and train new call center representatives.
  • Provide ongoing coaching and development to team members, ensuring they have the skills and knowledge to excel.
  • Motivate and empower your team to deliver outstanding customer service and address member concerns efficiently.
  • Monitor call metrics and identify opportunities for improvement.
  • Foster a collaborative and supportive work environment where team members feel valued and engaged.
• Performance Management
  • Set clear performance goals for individual team members and the department.
  • Conduct regular performance reviews and provide constructive feedback to drive continuous improvement.
  • Implement incentive programs and recognition initiatives to celebrate achievements.
• Quality Assurance
  • Monitor call quality and adherence to company policies and procedures.
  • Conduct call coaching sessions to provide feedback and improve communication skills.
  • Ensure accurate and timely documentation of member interactions.
• Problem-Solving
  • Address escalated member concerns with empathy and professionalism.
  • Work collaboratively with other departments to resolve complex issues and ensure seamless member experience.
• Compliance and Reporting
  • Maintain compliance with HIPAA and other relevant healthcare regulations.
  • Generate and analyze call center reports to identify trends and track performance against key metrics.
  • Present reports and recommendations to management.
• Client Specific Knowledge
  • Understand client plan rules in Summary Plan Descriptions
  • Work closely with Benefits Manager concerning all programming/operations related matters.  This will include, but not be limited to automation, enhancements, possible system errors, etc.
  • Knowledgeable of all COBRA rules and regulations and ensure that each staff member is properly trained in such.  Verify accuracy for current COBRA rules and regulations for each fund.

Qualifications:

• Minimum 2 years of supervisory experience in a call center environment, preferably in the healthcare industry.
• Proven ability to build and motivate high-performing teams.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong knowledge of HIPAA and other relevant healthcare regulations.
• Strong mathematical skills.
• Proficiency in Microsoft Office Suite and call center reporting software.
• Bachelor's degree in healthcare administration, business, or a related field preferred.
• Regular and predictable attendance is an essential function of this job.

Work Schedule:  Full-time. Monday – Friday, 7:30am - 4:30pm. Requires in-office days but also offers at-home flexibility after 90 days.

Benefits and Compensation Package:

• 15 days Paid Time Off (PTO) during first full calendar-year of service
• 12 paid holidays
• 3 days paid bereavement
• Up to 20 days paid jury leave 
• Medical, dental, and vision insurance, with option for dependent coverage
• Company-paid basic life, short-term disability, long-term disability, and AD&D insurance
• 401k with employer match
• Tuition reimbursement program
• Referral bonus for all successful full-time referrals
• Professional development opportunities

Pay

The salary for this position is $55,000 per year.  Actual salary is dependent on skills, experience, education, and other business factors.

Our Culture

BeneSys wants to be a great service provider to the members we serve, and we recognize we can only do that if we are also a great employer with successful employees. In short, our success is driven by our employees’ successes. We want to be a place where people want to work, feel proud of what they do and feel fulfilled both professionally and personally.  We want to create a place where employees can find long-term growth and potential. 

Our culture focuses on three core values:

• Collaboration: working together across 31 locations to achieve the best for the company and our clients
• Dedication: striving to create an environment where all employees work toward a common goal while committing to providing the best customer service to our members and our colleagues 
• Integrity: doing what we say we will do. Upholding strong ethical and moral principles

ADA & EEO

Reasonable accommodations will be made so that qualified individuals with disabilities are able to complete the application process and, if hired, fulfill the essential functions of their job.