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American Medical Response Work From Home Member Service Supervisor - Nationwide in Greenwood Village, Colorado

Work From Home Member Service Supervisor - NationwideRequisition ID2021-15054LocationUS-Employment TypeRegular Full-TimeCompany : NameAccess2Care, LLCJob DescriptionThis position is Remote, Nationwide. It is NOT limited to Texas.Training Completion Bonus and Referral Bonuses are available.Job Description Summary: We invite you to join a team of highly skilledemergency medical experts, pilots and mechanics!Our mission of providing care to the world at a moment's notice is at theheart of everything we do. We are caregivers, first and foremost and we willbe there when you need us.With more than 38,000 employees, Global Medical Response teams delivercompassionate, quality medical care, primarily in the areas of emergencyand patient relocation services around the world. We provide end-to-endmedical transportation as well as fire services, integrated healthcaresolutions and disaster response.JOB SUMMARYThe Supervisor is responsible for staff performance innovative and state ofart Service Center Hub. The Hub acts as a central gathering place for staffand leaders to hire, train and monitor Member Service Representatives(MSR). MSRs transition from initially working in the Hub to working remoteto support what is largely inbound call volume.Supervisors organize and direct the staff of the Hub including MSR that workremote. You will be responsible for assessing their work and give themfeedback to maximize performance. An excellent Supervisor must have customerservice and supervisory experience. The ideal candidate must possess greatcommunication skills and be able to lead and motivate. You will be organizedand reliable as well as results oriented. The goal is to drive excellentperformance from your team that will bring sustainable business growth.ESSENTIAL FUNCTIONS/DUTIES* Assist in the formulation of targets for individuals and teams* Hire and onboard new employees* Answer questions from staff and provide guidance and feedback* Anticipate escalation and take over calls when needed* Devise ways to optimize procedures and keep staff motivated* Measure performance with key metrics such as call abandonment, call handletime, etc.* Ensure adherence to policies for attendance, established procedures etc.* Keep management informed on issues and problems* Prepare monthly/annual results and performance reports* Coaching and developing teams and staff* Manage programs to reduce turnover* Manage programs that support remote workersQUALIFICATIONS* High School Diploma* One-year healthcare or similar contact center service experience* Microsoft Office Suite* Medical terminology helpful* Knowledge of Medicare, Medicaid and commercial claims processing preferred* Effective oral, written and interpersonal communication skills required* Bilingual is a plus* Proven experience as contact center supervisor or similar supervisoryposition* Experience in customer service is essential* Proficient in English; Good knowledge of additional languages will be adefinite plus* Working knowledge of MS Office* Tech savvy with knowledge of telephone equipment and relevant computerprograms* Knowledge of performance evaluation procedures* Outstanding communication and negotiation abilities* A results-oriented approach* Excellent organizational and leadership skills* Ability to work under pressureWORKING CONDITIONS AND MENTAL/PHYSICAL REQUIREMENTSWorking Conditions:* Work is normally performed in a typical interior/office work environment.* No or very limited exposure to physical risk.* Some long hours and work on varied projects with short turnaround timesrequired.Physical Demands:* May be required to sit for long periods of time.* Must be able to lift a minimum of 10 pounds.Mental Requirements:

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