Supervisor Customer Care, Geisinger Health Plan (work from home Pennsylvania)

Geisinger Health System

Job Summary

Supervises and develops a team to ensure Health Plan customer service standards, accreditation and regulatory requirements are met. Serves as a resource for communication and access to services for staff, customers and other internal customers. Reports and trends customer issues. Reviews, develops, and provides on-going training and educational tools to staff. Assists with site visits, plans, directs and controls activities to meet operational needs. Ensures accurate and timely completion of all customer related inquiries.

Job Duties

Investigates and resolves complicated issues. Monitors email issues and chat rooms.

Handles escalation calls from customers and grievance/appeal responses.

Organizes, leads and takes ownership of special projects and follows them through to completion by participating in meetings and completing the necessary work related to the projects.

Provides leadership and developmental assistance to staff, including assignment of work, one-on-one meetings, decision making, rewarding staff achievement and coaching and training staff.

Identifies opportunities for improved productivity and efficiency of operations.

Develops, reviews, and implements desk level procedures, as necessary based on changes to process or regulations.

Handles Human Resource issues including interviews, Performance Improvement Plans, and any interpersonal or departmental issues. Assists in compiling and validating production and audit statistics.

Ensures team meets or exceeds all metrics by monitoring phone queues via phone monitoring software.

Serves as the subject matter expert in all products and benefit changes.

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

Position Details

Internet requirements:

​ Employee required to have/supply: Cable modem, (high speed, only – No DSL or Wireless Cellular Service or Satellite Service) The minimum requirement is:

•25 MBPS UP

•75 Mbps DOWN

•<150 ms Ping Required

•<30ms Jitter Required

Computer must be connected to the internet via Ethernet cable; wifi is not permitted unless a Virtual Private Network (VPN) is used for the wifi connection

Education

High School Diploma or Equivalent (GED)- (Required)

Experience

Minimum of 5 years-Relevant experience (Required), Minimum of 1 year-Managerial/Supervisory (Preferred)

Certification(s) and License(s)

OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation. SAFETY: We provide a safe environment for our patients and members and the Geisinger family We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all. We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.

We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.