Supervisor of Customer Service Job Denver area,Colorado USA,Customer Service/HelpDesk

Why should you consider a career with Colorado Access?

We are a Colorado-based company, working to improve the health of our state. We care for individuals, families, and children who receive health care under Child Health Plan Plus (CHP+) and Health First Colorado (Colorado's Medicaid Program). Our focus is driving improvements in quality, member experience, outcomes, and cost. We are a mission-driven organization whose foundation is built by our vision, supported by our values and pillared by diversity, equity and inclusion.

Find work/life balance:
We offer PTO, floating holidays, nine company paid holidays, a hybrid work environment, an Employee Assistance Program and a 401K.

Be a part of something bigger and make an impact:
We serve the underserved and most vulnerable populations in our community through access to quality and affordable health care. No matter what you do for Colorado Access, you are impacting our community and making a difference.

Sharpen your skills, learn, and grow:
We support your continued development through tuition reimbursement, leadership training, promotion opportunities, performance evaluations, employee recognition, and a language pay stipend.

What you will do:

We are looking for a SUPERVISOR OF CUSTOMER SERVICE who can help shape our vision and support our mission. Here is what the position will look like.

Manages day-to-day activities of the call center. Monitors call flow and make adjustments as necessary to ensure call metrics are met. Recommends and manages improvements to automate processes, improve customer satisfaction, and decrease costs.
In coordination with the Manager of Customer Service, ensures call metrics and service level agreements are met.
Identifies and reports problems and trends and recommends solutions which impact call volume, training opportunities, and case resolution.
Establish monitor and adjust call center work schedules to meet the needs of the Customer Service department.
Serves as primary contact for Customer Service Representatives. Manages and provides guidance on complex and urgent customer inquiries regarding eligibility, pharmacy, benefits, claims, and other relevant topics.
Provides leadership and direction to Customer Service Representatives including career development, coaching, and mentoring. Responsible for tracking performance of direct reports, and the delivery of performance evaluations and disciplinary actions, including but not limited to written warnings, as necessary. Maintains written documentation of performance, including a chronology log or other documentation tools.

Assists in development of call center policies and procedures, department standards for quality, customer service and performance. Responsible for staff performance and compliance with departmental standards, policies and procedures. Tracks, monitors and reports individual and team performance.
Manage Member Grievance processes. Ensures grievances are thoroughly investigated, resolved timely, and in accordance with regulatory and contractual requirements, and meets compliance expectations.
Maintains Member Grievance notices and monitors grievance trends and risk factors and reports these to the department manager, product line leadership, Compliance, Quality and others as necessary.

Oversees the language interpretation services. Responsible for arranging, coordinating, and approving language interpreter service requests for members of all programs over the phone and at accepted physical locations. Coordinates the reconciliation of all language interpretation services invoices. Tracks and projects interpreter service usage to assist with the annual budget process.
Interacts with internal and external personnel to develop and maintain effective…