Supervisor, Customer Service

Job Description

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 power that brings us to work each day. We believe in embracing new ideas, testing 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. We have seen about 30% average growth over the last three years. Are we recognized? Definitely. We were named one of “Becker’s 150 Great Places to Work in Healthcare” in 2016, 2017, 2018 and 2019 and are proud to be recognized as a leader in driving important Diversity and Inclusion (D&I) efforts: Evolent achieved a 95% score on its first-ever submission to the Human Rights Campaign's Corporate Equality Index ; was named on the Best Companies for Women to Advance List 2020 by Parity.org ; and we publish an annual Diversity and Inclusion Annual Report to share our progress on how we’re building an equitable workplace. We recognize employees that live our values, give back to our communities each year, and are champions for bringing our whole selves to work each day. 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.

Who You’ll Be Working With:

Evolent Health is looking for a Supervisor, Contact Center/Customer Service to be a key member of our Customer Service Organization (CSO) team. This individual will play a critical role in executing Evolent Health’s mission by leading a contact center team as part of the CSO. The Supervisor will be responsible for leading staff in a matrix environment to ensure the team delivers the highest possible quality service to our Health Plan partners, including members, providers and other constituents. This position will lead their team in achieving and maintaining service levels and customer experience, understanding that service has a direct impact on plan performance.
Please note, this position is projected to start in October.

What You’ll Be Doing:

• The Supervisor provides direct supervision to a team of Customer Services team members ensuring the team handles all customer inquiries in a timely, professional and courteous manner, including phone calls or correspondence regarding benefit, eligibility, and all other inquiries and requests as well as proper intake and handling of complaints/grievances.
• This position is responsible for leading customer service agents in all day-to-day activities to consistently meet established customer service/contact center service levels/metrics, schedule adherence and quality standards related to phone and non-phone work by monitoring activities such as live calls, recorded calls, queues, dashboards and other performance management tools.
• Responsible for the recruitment, selection and onboarding of all new staff members to meet current and forecasted staffing needs.
• Partnering with the Training and Development Department regarding training needs of new and/or current Customer Service team members; ensuring the team receives timely and effective staff training.
• Responsible for creating a positive work environment that ensures the staff works well as a team, are highly motivated and feel valued.
• Monitors, develops and coaches the team by conducting QA, performance evaluations and reviews on customer service staff; provides timely feedback on a monthly, quarterly, bi-annual, and/or annual basis; drives performance by providing direct, consistent feedback and direction on performance in a timely manner to ensure continued productivity and quality standards are met.
• Handles escalated service issues, including “request for supervisor/manager” calls; review and respond to complex issues and questions.
• Maintain and monitor departmental performance standards and reports; review and analyze weekly and monthly department performance reports; address performance issues and implement needed interventions and coaching individual employee performance to meet and exceed production and quality metrics.
• Actively collaborate with management and staff to ensure that "best practices" are followed and continually seek efficient and innovative processes, technologies and approaches to optimize use of resources and enhance operations; incorporate a view of transactions from a member perspective and ensure actions taken enhance the member experience.
• Responsible for staying current and maintaining a working knowledge/understanding of the health plan related guidelines, processes and protocols, including program audit requirements and ensure that adequate in-service education is available to staff.
• Provide management with overall status reports, including any issues that may impact the organization; take timely corrective action and follow-up to ensure these are in alignment with performance measurements.
• Partner with internal and external leaders (i.e. Market Operations, Health Services, Provider Relations, Finance, Claims and Enrollment, Training and Development and other operational areas) to effectively and appropriately communicate trends and investigate cross-functional issues as well as develop recommended course of action; including active engagement and participation in EVH client-centered operational model meetings and activities.
• Serve on various committees, participate in designated cross department work group and attends required meetings.
• Perform other duties and projects as assigned.

The Experience You’ll Need (Required):

• Associates Degree or equivalent years of work experience; or working towards Associates Degree in healthcare, business or healthcare related field
• 2-4 years’ experience with customer service/call center operations within a managed care organization, health plan, or third-party administrator
• 2-4 years of supervisory or equivalent experience supporting customer service, call center or related departments
• Ability to work and supervise team members remotely and support EVH customers in varying time zones
• 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 customers
• Excellent written and oral communication & presentation skills
• Demonstrated exceptional active listening and communications skills

Finishing Touches (Preferred):

• Bachelor’s degree in healthcare, business or healthcare related field
• 5-8 years’ experience with customer service/call center operations within a managed care organization, health plan, or third-party administrator
• 10+ years of progressive management/supervisory experience supporting customer service, call center or related departments
• Extensive experience with operations, service and process engineering implementations
• Entrepreneurial mindset geared toward the creation, execution and continuous improvement of health plan operations and implementations
• Bi-lingual in Spanish and English

Technical requirements:

Evolent employees work remotely temporarily due to COVID-19. As such we require that all employees have the following technical capability at their home: High speed internet over 10 MBPS and, specifically for all call center employees, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.

Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.