Engagement Supervisor

Engagement Supervisor

Requirements

• 3+ years of prior management or team lead experience preferred in a customer service center, collections and/or sales call center environment leading large teams (OR)
• 2+ years of successful employment as a Member Engagement Manager with Signify Health meeting or exceeding all goals established
• Bachelor’s degree preferred in Business Administration, Management or other relatable field preferred
• Experience in healthcare/technology highly preferred
• Demonstrated experience in creating strong partnerships with internal and external stakeholders (i.e. Workforce Management, Quality, Training, etc.)
• A work-from-home environment conducive to professionally and effectively communicating through a virtual connection with teams and colleagues.
• The ability to work in the office on an as-needed basis.
• Experienced PC user with moderate-advanced experience using G-Suite (GMail, G-Drive, Sheets, Slides, etc.)
• A sense of appropriately-measured and well-communicated urgency regarding identifying, proposing and moving forward toward goals and needed improvements.
• Team player – flexible workflow and schedule to help meet broader team and company goals, including occasional long hours and/or unexpected changes in priorities that are part of working at a rapidly growing company.

Responsibilities

• Manage a team of up to 25-30 Member Engagement Coordinators
• Provide daily direction and performance feedback to Member Engagement Coordinators so that member calls are handled in a timely, efficient and knowledgeable manner. Responsible for the team achieving client goals and provider capacity fulfillment targets.
• Manage schedule adherence, including agent state
• Schedule and organize shift patterns for team members to ensure that customers are never left unattended. Backfill schedules when team members call off
• Observe and give feedback to the Member Engagement Coordinators from reporting and audit results
• Sample MECs calls in real time
• Deliver real-time feedback side-by-side/virtually from the live calls
• Ensure Member Engagement Coordinators are following call scripts
• Follow provided CMS and health plan approved script when discussing health risk evaluation opportunity with potential member; ensure member understands and is comfortable with the terms of the evaluation; answer questions
• Follow Legal, Privacy, Compliance and Health Plan approved script when discussing focused evaluation opportunity with potential member; ensure member understands and is comfortable with the performance of the tests and is aware of what will be done during the visit
• Follow departmental procedures when communicating with members
• Lead regularly scheduled staff meetings at the beginning of each week to set the tone for the week, communicate status and objectives, etc
• Meet with individual Member Engagement Coordinators on a weekly basis to discuss, goals, objectives, and issues
• Establish initiatives for improvement each quarter and provide communication, reporting and results of initiative to leadership
• Ensure company policies and procedures are followed by direct reports
• Handle call escalations and ‘manager requests’ for team members. The expectation is the Member Engagement Manager I is the initial resource for their team members escalated calls.
• Evaluate processes and procedures to suggest methods to improve area operations, efficiency, and service for all customers
• In conjunction with the Quality and Training team: Set and achieve weekly team Quality Assurance goals
• Ensure employees have appropriate training and other resources to perform their jobs. Facilitate short team skill-based training during the weekly staff meeting (e.g., short presentation, call examples, listening to each other’s calls).
• Lead informal training based on needs
• Provide coaching and training to individual Member Engagement Coordinators within 48 hours of completed QA call audits not meeting the stated goals
• Ensure production goals are being met
• Monitor HIPAA compliance
• Manage time-off requests and attendance
• Perform quarterly and annual reviews of Member Engagement Coordinator performance
• Prepare warnings and communicate effectively with employees. Make effective/appropriate decisions relative to corrective action as required.
• Respond to and resolve employee relations issues expressed by team members
• Use appropriate judgment in upward communication regarding department or employee concerns
• Support hiring, training, and recruiting initiatives to reduce attrition and increase employee engagement.

Preferred Qualifications

• Experience in healthcare/technology highly preferred
• Bachelor’s degree preferred in Business Administration, Management or other relatable field preferred