Evolent Health Supervisor, Customer Service in Bedford, Texas

It’s Time For A Change…

Your Future Evolves Here

Evolent Health has a bold mission to change the health of the nation by changing the way health care is delivered. Our pursuit of this mission is the driving force that brings us to work each day. We believe in embracing new ideas, challenging ourselves and failing forward. We respect and celebrate individual talents and team wins. We have fun while working hard and Evolenteers often make a difference in everything from scrubs to jeans.

Are we growing? Absolutely—56.7% in year-over-year revenue growth in 2016. Are we recognized? Definitely. We have been named one of “Becker’s 150 Great Places to Work in Healthcare” in 2016 and 2017, and one of the “50 Great Places to Work” in 2017 by Washingtonian, and our CEO was number one on Glassdoor’s 2015 Highest-Rated CEOs for Small and Medium Companies. If you’re looking for a place where your work can be personally and professionally rewarding, don’t just join a company with a mission. Join a mission with a company behind it.

What You’ll Be Doing:

  • Manage a team of 10 to 20 call center agents

  • Conduct performance evaluations and reviews on customer service staff and provide timely feedback on a monthly, quarterly, bi-annual, and/or annual basis

  • Be available to assist agents in handling escalated calls and emails regarding member pharmacy, eligibility, claims or provider issues or questions the customer service agent may have

  • Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.

  • Motivate and encourage agents through positive communication and feedback

  • Meet with the team once a week and review productivity reports, disseminate client’s communications to the agents, introduce new staff, communicate company information, answer questions and comments, etc.

  • Monitor and communicate to agents any outstanding tickets in SharePoint and any open call center workflows (i.e. OCIs, etc.)

  • Perform at least one call monitoring evaluation with each agent monthly using a formal Quality Assurance form and call monitoring software

  • Monitor attendance, paid time off, sick time and daily statistics

  • Review previous week’s monitoring checklists and written performance summary of the team with Manager of Call Center Operations weekly

  • Interview potential employee candidates and make hiring recommendations

  • Make recommendations on corrective action and collaborate with manager and Talent Management team to provide action, feedback, and plan for improvement with agents.

  • Coordinate schedules with agents each month to ensure call center objectives are covered to include residual training, team or department meetings, or client training.

  • Work with Workforce Management team to schedule and/or approve variance requests.

  • Assist in facilitation of training programs for new hires and existing staff periodically

  • Develop contests, awards and themes to increase employee engagement, morale and focus

  • Other duties as assigned

The Experience You’ll Need (Required):

  • Minimum of 2 years’ experience in a customer service call center or Managed Care environment in a supervisory role or equivalent capacity

  • Minimum of a high school diploma or equivalent

  • Knowledge of managed care processes and health insurance coverage preferred

  • Outstanding communication skills and the ability to understand complex situations to effectively handle escalated customer needs

  • Analytical skills and the ability to read and interpret data

  • Problem solving abilities

  • Ability to work independently and as part of a team

  • Ability to operate computer programs; Microsoft Word, Microsoft Excel, Microsoft PowerPoint

  • Excellent oral and written communication skills

  • Ability to learn computer software system and use software to perform job

  • Ability to learn and work with an ACD phone system

  • Ability to maintain pleasant demeanor when dealing with difficult calls

  • Ability to multi-task to complete calls and serve members

  • Other duties as assigned

Finishing Touches (Preferred):

  • Bi-lingual in Spanish and English is a plus

  • Bachelor’s Degree preferred

  • Knowledge of managed care processes and health insurance coverage preferred

Evolent Health is an Equal Opportunity/Affirmative Action Employer