Supervisor Service Center - Masco Corporation

This job was posted by https://www.arjoblink.arkansas.gov : For more
information, please see: https://www.arjoblink.arkansas.gov/jobs/4405616
SCOPE OF POSITION:
Must lead and direct daily work of member service representatives. Talk
with Outreach staff and people on Medicaid to be sure services are
timely and professional. Provide appropriate follow-up. Serve as an
expert on assigned project or contract. Provide side-by-side staff
coaching and training. Support the organizations mission, vision, and
values by exhibiting the following behaviors: Honesty, Excellence
Accountability, Respect and Teamwork.
KEY JOB DUTIES:
1. Ensure the quality and accuracy of employees work. Check that staff
meets goals on time.
2. Stay informed about specialty area and health care environment. Must
know terms and scope of contract, policies and procedures, resources,
current research and reports, trends, etc.
3. Help staff resolve problems. Serve as their resource and guide; keep
working relationships positive.
4. Resolve requests with research, referral, policy review, revision and
development, documentation and follow-up. Always comply with policy and
procedures.
5. Understand and use project-tracking software to document and monitor
services and activities. Create a complete database of activity.
Maintain accurate data for contract and reporting.
6. Coordinate collection and data entry of required documentation.
7. Daily quotas may be added to meet contract requirements.
8. Follow format, content and style guides, ensure accuracy, consistency
and quality.
9. Tell other team members about needs and requests.
10. Follow AFMC, state and federal rules about data privacy, security
and HIPAA compliance.
11. Additional duties as assigned.
Physical and Sensory Requirements (With or Without the Aid of Mechanical
Devices):
Mobility, reaching, bending, lifting, grasping, ability to read and
write, ability to communicate with personnel, ability to remain calm
under stress and ability to travel as needed. Must be able to lift and
transport 25 pounds. Must be capable of performing the essential job
functions of this job, with or without reasonable accommodations.
EDUCATION:
Required: High School Diploma
Desirable: Associates degree

EXPERIENCE:
Required: Three (3) years in the focus area of the position, which
includes customer service and call center experience.
Desirable: Previous supervisory experience. Experience within the
healthcare arena, understanding of the Medicaid Guidelines
INTERNET REQUIREMENTS:
Reliable, high-speed wireless internet service (Wi-Fi)
An upload speed of at least 2Mbps is required to support softphone
functionality.
KNOWLEDGE, SKILLS AND ABILITIES:
Must possess intermediate level computer skills (Excel, Word, Power
Point and Outlook)
Type 50 wpm
Leadership skills
Exceptional skills in business English and spelling
Ability to maintain confidentiality
Strong oral and written communication skills
Creativity
Customer service
Ability to meet deadlines
Attention to detail
Flexibility
Ability to work collaboratively and independently to achieve stated
goals
Initiative
Ability to relate professionally and positively with staff, business
partners, customers, constituents, beneficiaries and the public
Ability to multitask
Ability to prioritize
Strong organizational skills
Problem-solving skills
Professionalism
Project management skills
Ability to work overtime, as needed
Ability to read, interpret and apply laws, rules and regulations
Ability to travel including overnight travel
Time management skills