American Specialty Health Incorporated (ASH) is seeking a Supervisor to join our ASHCare Managed Services department. The primary function of this position is to supervise staff ensuring that processes are followed correctly, calls are answered correctly, issues are handled properly, appointments are scheduled timely, and overall customer service is provided in accordance with ASHCare policies and procedures to meet performance standards and customer expectations.
Requirements
- Monitor, evaluate performance, counsel, coach, train, and develop team members.
- Monitor the processes and time frames to ensure performance standards, performance guarantees and goals are met.
- Perform quality audits and provide effective coaching, development, and recognition.
- Monitor staff to maintain quality and accuracy of information.
- Counsel on barriers representatives are encountering.
- Maintain Member Concierge scorecards, and review performance against goals with each Member Concierge on at least a monthly basis.
- Meet with team members as needed to address, improve, and manage to performance expectations.
- Identify training needs and coordinate informal and formal training.
- Set and communicate annual goals and review performance against those goals monthly.
- Monitor KPI reporting daily to proactively identify issues or challenges and take action to address and avoid negative outcomes.
- Coordinate and conduct regular team and 1:1 meetings.
- Prepare annual performance evaluations to be delivered timely.
- Keep staff apprised of new contracts and program designs.
- Identify and collaborate with Management in developing and implementing processes to increase efficiency and accuracy in a rapidly growing environment.
- Handle customer escalations and leverage these as opportunities to develop these skills with team members.
- Administrative and other Duties.
Benefits
- Health, Dental, Vision, Flexible Spending Accounts, 401(k) Plan, Employee Stock Purchase Plan, Life Insurance, Disability Insurance
