Supervisor Customer Experience (REMOTE) SWHR CNC
Thanks for your interest in the Supervisor Customer Experience (REMOTE) SWHR CNC position.
Unfortunately this position has been closed but you can search our 6 open jobs by clicking here.
Qualifications
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High School Diploma or Equivalent (required)
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Bachelor Degree (preferred)
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3 Years to include Team Supervisory experience, Customer Service Call Center, Customer Service and Account Management, Managed Care or Health Plan experience (required)
Position Responsibilities SWHR Supervisor Customer Experience supervises employees, manage workforce and assist employees that experience performance problems providing appropriate coaching, counseling, direction and resolution. Must have excellent understanding of all team processes and procedures and identify and offer solutions to problems of reported trend in all matters. Regularly suggest methods to improve efficiency and service to both internal and external customers. Offer learning opportunities and positive motivational methods to the team. Provide exceptional customer service to members thought every mode of communication such as: telephonic, email, fax, postal mail and in person. Keeping records of customer interactions and transactions. Record details of inquiries, comments and complaints. Record details of actions taken. Follow up on customer interactions. Obtains and evaluates all relevant information to handle inquiries and complaints. Ability to handle and resolve customer complaints and handle members that require high-touch interactions. May be solely responsible for or share duties cross functionally in supporting the team and other supervisors with special, seasonal or ongoing projects and tasks such as but not limited to; customer outreach initiatives, follow-ups, monitoring the DMR member process, W9 process, provider disputes, provider refund checks, escalations, RSVP and event scheduling, certifications, lead handling and sales pipeline processes, CMS test calls and other projects as necessary. Run daily/weekly reporting showing individual and team progress. Monitor and report on daily activities of the team. Ensure team is meeting and/or exceeding daily/weekly/ monthly goals. Provides feedback to team regarding internal and external customer
In addition to the required qualifications, a successful Supervisor Customer Experience will:
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Broad understanding of financial and accounting principles.
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Excellent problem solving and organizational skills
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Strong interpersonal communication skills
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Ability to work independently or as a team
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Excellent knowledge of Microsoft Office (Excel, Word, PowerPoint)
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Must be able to frequently problem solve, make decisions, interpret data, organize and analyze work flow, write, plan, and use simple arithmetic.
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Must be able to operate general office equipment including but not limited to: computer, phones, and related media and information devices.
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Must have the ability to communicate in writing, speaking, and hearing, both in person and/or by telephone.
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Thorough knowledge of Medicare guidelines, process and systems, specifically Medicare Advantage.
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Thorough knowledge of the Concierge Methodology, strong claims and plan benefits understanding.
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Excellent customer service skills with advanced conflict handling, communication, and planning.
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Must possess a high level of motivation, professionalism and ethical conduct.
Why Southwestern Health Resources
As a Southwestern Health Resources you’ll enjoy: comprehensive benefits, including a 401(k) with match; paid time off; competitive health insurance choices; healthcare and dependent care spending account options; wellness programs to keep you and your family healthy; tuition reimbursement; a student loan repayment program; and more.
As a Southwestern Health Resources you’ll enjoy: comprehensive benefits, including a 401(k) with match; paid time off; competitive health insurance choices; healthcare and dependent care spending account options; wellness programs to keep you and your family healthy; tuition reimbursement; a student loan repayment program; and more.
Moving healthcare forward
At the heart of SWHR are people who help people. We care about those we serve and each other. To be the national leader in providing population-based healthcare, our more than 850 employees use their knowledge, data insights and clinical experience to deliver care to the right patient, at the right time and in the right setting. By connecting physicians to patients and clinical insights to better outcomes, SWHR lowers costs, optimizes value, and builds a better healthcare system for all.
At the heart of SWHR are people who help people. We care about those we serve and each other. To be the national leader in providing population-based healthcare, our more than 850 employees use their knowledge, data insights and clinical experience to deliver care to the right patient, at the right time and in the right setting. By connecting physicians to patients and clinical insights to better outcomes, SWHR lowers costs, optimizes value, and builds a better healthcare system for all.
We invite you to learn more about us at www.southwesternhealth.org.
Let’s move healthcare forward – together.
Highlights:
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Combining the strengths of UT Southwestern Medical Center, Texas Health Resources and more than 2,500 community physicians, we offer the largest provider network in North Texas. SWHR covers approximately 700,000 patient members across 16 counties in North Texas.
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SWHR is the parent organization of Care N’ Care Insurance Co., a leading regional Medicare Advantage health plan organization that serves approximately 17,000 patients in North Texas.
Additional perks of being a SWHR Supervisor Customer Experience
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Gain a sense of accomplishment by contributing in a teamwork environment
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Positively impact patients’ quality of life
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Receive excellent mentorship, comprehensive training and dedicated clinical leadership resources
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Enjoy opportunities for growth
Explore Southwestern Health Resources Careers for more information and to search all career opportunities.
Our Recruitment team invites you to contact us with any questions at recruitment@texashealth.org.