Supervisor -Member & Recipient Services; Remote, North Carolina

Supervisor I‑Member & Recipient Services (Full‑time Remote, North Carolina) (Administrative)

The Supervisor I‑Member & Recipient Services is responsible for the day‑to‑day management of staff, overseeing performance and providing supervision and problem‑solving assistance to Call Center staff. Responsibilities include but are not limited to maintaining service coverage without gaps, training, data integrity, computer support, problem‑solving, development of procedures and participation in hiring, onboarding, and line‑specific coverage.

This position is full‑time remote. Selected candidate must reside in North Carolina. Some travel for onsite meetings to the Home office may be required.

Manage Call Center Services

• Assure Screening, Triage and Referral function is in accordance with DHHS contracts, Federal and State requirements
• Provide procedural staffing of cases in real‑time throughout the Call Center workday
• Provide procedural and telephonic support during line‑specific operational hours
• Enforce Call Center policies and procedures to ensure compliance with local, state, and federal contractual requirements and agency policy
• Maintain and ensure implementation of department desk reference, written resource guides, and resource database
• Assist with the timely dissemination and integration of relevant information from multiple sources
• Maintain proficiency in multiple software packages (some unique to Call Center environment)
• Maintain proficiency in problem‑solving IT issues to ensure staff coverage during line‑specific operational hours
• Provide queue coverage during times of high call volume or low staffing, which includes completing all the duties described in job descriptions for Provider Helpdesk Network Specialist, Provider Helpdesk Team Lead, and Member Services Coordinator
• Perform job functions during inclement weather and on assigned holidays (either on‑site or remotely)
• Work independently to prioritize tasks, including large projects with multiple stakeholders and tightly focused, real‑time problem‑solving
• Participate effectively in agency‑wide objectives which may include, but not limited to, attending meetings, participating on committees, reporting, conversing across multiple media opportunities, and/or ad hoc discussions
• Liaise with IT staff on behalf of direct reports to ensure timely resolutions to unique Call Center technological issues
• Create, develop, and maintain databases for department goals related to backup health records, communications within Alliance, personnel documents, desk reference, and recruitment efforts
• Monitor provider availability and notify the Director of Member & Recipient Services when provider capacity is problematic
• Help problem‑solve issues that affect customers, efficiency, and productivity
• Monitor service calls to evaluate employee demeanor, technical accuracy, and conformity to Alliance policies
• Make recommendations for improvements to the Director‑Member & Recipient Service
• Respond to questions and provide recommendations for corrective services to address customer complaints that exceed the capacity of Call Center employees
• Monitor for gaps in workflow and referral process and create new processes as needed
• Provide coverage to ensure call volume is managed as needed
• Assist with development and review of Call Center policies and protocols
• Conduct monthly Call Center audits
• Other tasks as assigned

Manage & Develop Staff

• Work with Human Resources and the Director‑Member & Recipient Services to attract, maintain, and retain a highly qualified and well‑trained workforce, including development of interview tools, hiring checklists, etc.
• Adapt supervision strategies to accommodate both on‑site and teleworking staff, such as using technology resources, flexible scheduling and training strategies
• Effectively participate in team‑based consensus building to provide consistent, strengths‑based feedback to Call Center staff
• Train and coach Call Center staff on job functions, policies and procedures, and productivity standards, including developing training materials to ensure consistent and successful staff performance
• Monitor recorded calls to evaluate employee…