Customer Support Supervisor

Responsibilities

• build, develop, and lead a team(s) of individual contributors, supporting employees and the execution of day-to-day operations
• establish and effectively lead routines at a regular cadence and utilize tools and reporting to drive team performance
• train and provide ongoing coaching to ensure employee engagement while maintaining client satisfaction
• participate in client-related activities, including project planning and client calibration sessions
• work with employees and operational leaders to achieve Client Service Level Agreements (SLAs)
• serve as a point of escalation and support team members by handling escalated calls and customer inquiries
• create conditions for success by removing obstacles and championing change to drive employee awareness and a connection to their work and contributions.

• a minimum of 4 years of experience in healthcare, healthcare technology, or related service authorization operations
• at least 2 years of supervisory experience overseeing staff and business processes
• Alaska Medicaid experience is preferred
• proficient with Microsoft Office suite and hardware and software applications to manage contact center and back-office operations (Cxone, Verint, Avaya, etc.)
• knowledge of two or more MMIS business operational areas such as Authorized Services, Customer Centers, Mailroom, Pharmacy, Provider Enrollment, or Provider Relations SURS is also preferred
• strong analytical and problem-solving skills to interpret and effectively utilize data to support your team
• strong written and oral communication skills to work effectively with team members, customers, and clients.
• ability and discernment to make decisions and proactively solve challenges in a fast-paced environment.

Demonstrates expertise in leading teams within healthcare operations, focusing on employee engagement, client satisfaction, and performance management. Proficient in utilizing data-driven insights to enhance operational efficiency and decision-making.

• Healthcare Operations Experience
• Supervisory Experience
• Alaska Medicaid Knowledge
• Microsoft Office Proficiency
• Analytical Problem-Solving Skills

• Healthcare Operations
• Service Authorization
• Data Interpretation
• Client Service Level Agreements
• MMIS Business Operations

• Team Leadership
• Coaching
• Written Communication
• Oral Communication
• Decision-Making

• Employee Engagement
• Client Satisfaction
• Operational Efficiency
• Escalated Calls
• Change Management

• Cxone
• Verint
• Avaya