Call Center Supervisor

Job Description

Summary/Objective 

We are searching for a seasoned, supportive Call Center Supervisor who can coach and motivate call center recovery specialists as they initiate calls to providers to recover claim overpayments on behalf of APU clients. The Call Center Supervisor will hire employees and assist in the training process, ensuring that every specialist is well prepared to initiate outbound and take inbound calls. The Call Center Supervisor is responsible for meeting monthly targeted recovery goals for their team and to provide the necessary support to their team member to achieve these monthly targets which will include providing feedback to team members relative to monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. This role requires someone who is analytical, supportive, and prepared to function as a resource to specialists.

To succeed as a Call Center Supervisor, on helping your team build necessary skills and knowledge so they can better achieve the goals and targets necessary to recover overpaid claims. This requires an individual who is supportive, communicative, and attentive.

Essential Functions

The Call Center Supervisor, reporting directly to the Director of Operations, will have responsibility for managing a team of 15+ individuals. The day-to-day management responsibilities of this role include:

• Hiring (collaborating with the Director of Operations), training, and preparing recovery specialists to respond to policyholder/provider questions and complaints and troubleshoot problems with overpayment letters or claims.
• Recovery Specialists Reviews: Prepare and / perform monthly touch base reviews & annual reviews of all members assigned to them.
• Ensuring recovery specialists understand and comply with all call center recovery objectives, performance standards, and policies.
• Answering recovery specialists’ questions regarding best practices for handling daily calls. Taking difficult calls if needed to help resolve the situation.
• Identifying operational issues and suggesting improvements.
• Monitoring and evaluating recovery specialist’s performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Listen to calls to improve performance.
• Provided reports/feedback to specialists.
• Coach and Mentor Specialist to assist in development of growth in role.
• Preparing reports and analyzing data to assist management as they determine call center recovery goals.
• Collaborating with other supervisors and management team members to support recovery specialists and maximize recoveries.
• Creating/providing weekly workloads to recovery specialists (New & follow up calls)
• Approve/Deny PTO Requests per APU policy.
• Handle client communications when needed or participate in a conference call when needed to help resolve recovery items.

·        Assemble and manage the resources of the Call Center Recovery staff to identify new overpayment pathways and meet all associated goals and metrics.

·        Using a strategic approach, review, and update and enhance all existing APU overpayment recovery methods.

APU is willing to consider reasonable accommodations to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibility

This position has supervisory responsibilities for the Call Center Recovery department of fifteen to twenty employees.

Education and Experience

We expect this candidate to be able to self-learn and gather the right information to make informed decisions. APU will train the right candidate in the specific duties of the position, but the person must be able to take the initiative on their own.

           Required:

·        Operational or processing leadership experience required.

·        Proficiency with technology, especially computers, software applications, and phone systems.

·        Exceptional verbal and written communication skills.

·        Strong understanding of company products, policies, and services.

·        Excellent problem solving, leadership, and customer service skills.

·        Analytical, efficient, and thorough.

·        Ability to remain calm and courteous under pressure and navigate tense situations.

·        1 year of experience in a manager position with at least fifteen direct or indirect reports with supervisory direct reports.

·        Demonstrated ability to identify transactional errors and participate in the development and programming thereof.

·        Ability to coach, train and motivate employees and evaluate their performance.

·        Ability to groom individuals for advancement with the company.

·        Ability to manage all aspects of APU’s recovery department.

Preferred:

·        3 to 5 years of experience in a manager position with at least fifteen direct or indirect reports (with supervisory direct reports).

·        Ability to coach, train and motivate employees and evaluate their performance.

·        Ability to manage all aspects of APU’s audit department.

·        A bachelor’s degree in business, accounting, business management, or related field or equivalent experience.

Eligibility Qualifications

·        Ability to exercise independent judgement and discretion about matters of significance.

·        Intermediate Windows & MS Office skills are mandatory.

·        Proven leadership abilities to motivate and encourage team members to achieve goals.

Other Duties

Please note this job description is not a comprehensive listing of activities, duties or responsibilities required for this position. Duties, responsibilities, and activities may change at any time with or without notice. 

Competencies

·        Ability to Perform the Essential Functions

·        Education and Experience: Call Center

·        Independent Judgement and Discretion

·        Professionalism

·        Problem Solving/Analysis

·        Communication Proficiency

·        Time Management

·        Strategic Thinking

Work Authorization

Candidates selected will be subject to a pre-employment background investigation (drug test, credit check, reference verification).

Position Type/Expected Hours of Work 

This is a full-time position. Days and hours of work are Monday through Friday, 8 a.m. to 5 p.m. This position requires 45 hours per week with occasional time outside of the normal hours.

Travel

This position requires no travel.

Physical Demands

The physical demands described here are representative of those required of an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee must be able to effectively communicate and listen to others. This position requires sitting for extended periods of time and is frequently required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.

• This position requires sitting over 66% of the time.
• This position requires Visual Acuity at 20 inches (or less) over 66% of the time.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

AAP/EEO Statement 

APU is an affirmative action/equal opportunity employer (AA/EOE). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, disability status, genetic information, protected veteran status or any other characteristic protected by federal, state, or local law.