Customer Service Supervisor (Healthcare) - job 1 of 2

We exist for workers and their employers -- who are the backbone of our economy.  That is where Centivo comes in -- our mission is to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills.

We are looking for a Customer Service/Member Care Supervisor!

The Supervisor will be responsible for supervising a team of Member Care Specialists (MCSs).  This position will work closely with the Manager/Director for coaching and mentoring the team. This serves as the first point of escalation and the Supervisor is expected to manage the day-to-day workload and client log daily. This role is client facing so the Supervisor must be confident in presenting and discussing customer service updates on weekly meetings. Supervisor will provide the highest-level customer service support to members and providers regarding benefits, eligibility and claims reimbursement via inbound calls, outbound calls, email, and fax.

Responsibilities Include:

• Supervise the activities of the team and provide direction and guidance on work assignments.

• Ensure that team performance goals and client SLA’s are being met

• Assess individual training needs on an ongoing basis.

• Instruct and inform new team members.

• Handle escalations/customer inquiries/complaints received and ensure that appropriate action is taken, including follow-up.

• Stay current on and demonstrate a basic understanding of the business, technologies, content knowledge, processes, procedures, and assigned clients.

• Build effective working relationships with peers, team members, managers, and clients/customers.

• Operate as back-up and support for other Sup/TL as needed within the appropriate scope of responsibility.

• Complete daily projects and perform additional duties as requested.

• Comply with and adhere to all regulatory compliance areas, policies, procedures, and "best practices”, including HIPAA, Data Privacy laws, and company data security requirements.

• Answer overflow inbound calls, outbound calls, email, and faxes.

• Tracking and reporting on volume, metrics, and escalations

• Compile data to present to clients.

Qualifications:

• A minimum of 2 years of prior healthcare supervisor/management experience, with at least one year ideally in the healthcare sector.

• Minimum of 1 year of successful customer service experience in a TPA, in the health, insurance, or benefits industry.

• Experience in HealthEdge or Javelina preferred

• Knowledge of CPT codes, ICD-9/ICD-10 coding, and medical terminology

• Ability to provide a high-level member and provider support experience.

• Demonstrated ability to communicate professionally, both written and verbal

• Understanding and awareness of the data privacy regulatory rules in one industry (health, insurance, banking, financial services, credit, and collections) and the willingness to learn and adhere to all legal regulations by handling confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws.

• Proficiency in Microsoft Office applications and other web-based software applications

• Computer knowledge and the ability to learn new proprietary computer systems.

Skills & Interpersonal Behaviors and/or Leadership Skills:

• Strategic Thinking – Knack for sorting through clutter to find the best route, often by pulling up from the current complexity to identify patterns that guide future direction and allow one to narrow the options and articulate the options from which others can work backward.

• Flexibility/Working through Ambiguity – Tendency to be energized by new experiences/perspectives that test assumptions and thinking.  Considers different points of view, sometimes with fragmented information, to arrive at practical, effective, actionable next steps.

What does Success look like?

• An individual with the ability to coach and manage a team of diverse individuals to meet and exceed performance goals and inspire individuals to do more at times in a startup environment. An individual who is looking to make changes that will improve the department and propel the organization forward and has the initiative and sounds business decision-making to work independently.

Work Location:

• Buffalo-based office

Leadership Skills & Behaviors:

• Strategic Thinking – Knack for sorting through clutter to find the best route, often by pulling up from the current complexity to identify patterns that guide future direction and allow one to narrow the options and articulate the options from which others can work backward.

• Business Acumen – A keenness and quickness in understanding and dealing with a business situation (risks and opportunities) in a manner that is likely to lead to a good outcome.  Critical to this is an ability to think beyond their own function.

• Systems/Analytical Thinking – Demonstrates the ability to think fluidly and integrate information.  Able to anticipate non-linear and non-obvious relationships. Often includes an ability to think holistically/conceptually – very powerful when accompanied by ability to communicate & clarify tactically.

• Flexibility/Working through Ambiguity – Tendency to be energized by new experiences/perspectives that test assumptions and thinking.  Considers different points of view, sometimes with fragmented information, to arrive at practical, effective, actionable next steps.

• Communicate – Managers discuss the company’s vision and strategies, the department’s direction and goals, and in times of crisis, what we know and don’t know to make sure team members know what they need to know.

• Clarify – As managers, it’s up to us to clarify what good looks like. What do we expect? What do our clients, customers or colleagues need? If our teams are not performing as expected, managers must clarify expectations and ensure understanding.

• Coach – Managers provide recognition and feedback; help team members find solutions to challenges; amplify good and filter weaker aspects of organizational culture and the work as they coach employees in their day-to-day performance and their growth and career development.

• Connect – Managers help our teams see their collective purpose and how their work connects to the greater whole. We connect people within our company and network.

• Customize – As managers, we need to understand what makes each team member unique, and then customize, tailor and adapt how we support them.

Centivo Values:

• Resilient – This is wicked hard. There is no easy button for healthcare affordability. Luckily, the mission makes it worth it and sustains us when things are tough. Being resilient ensures we don’t give up.

• Uncommon - The status quo stinks so we had to go out and build something better. We know the healthcare system. It isn't working for members, employers, and providers. So we're building it from scratch, from the ground up. Our focus is on making things better for them while also improving clinical results - which is bold and uncommon.

• Positive – We care about each other. It takes energy to do hard stuff, build something better and to be resilient and unconventional while doing it. Because of that, we make sure we give kudos freely and feedback with care. When our tank gets low, a team member is there to be a source of new energy. We celebrate together. We are supportive, generous, humble, and positive. 

Who we are:

Centivo is an innovative health plan for self-funded employers on a mission to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills. Anchored around a primary care based ACO model, Centivo saves employers 15 to 30 percent compared to traditional insurance carriers. Employees also realize significant savings through our free primary care (including virtual), predictable copay and no-deductible benefit plan design. Centivo works with employers ranging in size from 51 employees to Fortune 500 companies. For more information, visit centivo.com.

Headquartered in Buffalo, NY with offices in New York City and Buffalo, Centivo is backed by leading healthcare and technology investors, including a recent round of investment from Morgan Health, a business unit of JPMorgan Chase & Co.