Supervisor, Contact Center and Vendor Support

Supervisor, Contact Center & Vendor

Fully Remote

About SCAN

SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation's leading not-for-profit Medicare Advantage plans, serving more than 270,000 members in California, Arizona, and Nevada. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 40 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare. SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided with in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn, Facebook, and Twitter.

The job

• The Call Center and Vendor Relations supervisor will be responsible for oversight of the Contact Center Specialist team.
• Through alignment of values and SCAN's member-centric customer service philosophy, this position is responsible for proactive resolution of member issues in pursuit of Member satisfaction.
• This role will deliver highly effective and efficient member service solutions to SCAN members using one call resolution methodology leveraging internal department members and BPO partners to deliver best in class member service support to members.
• Assist with overseeing and monitoring, daily operations of the Call Center BPO vendor relations.
• Including but not limited to, managing a team of Contact Center Specialists (CCS), ensuring CCS's are well-trained in handling the responsibilities of their job.
• The supervisor is responsible for analyzing call center metrics to identify trends and areas for improvement. Work with WFM to optimize staffing, collaboration with other member service department personnel to ensure a comprehensive approach to addressing and resolving internal and external member service inquiries.
• Foster a positive team environment while upholding compliance with regulatory standards, CSM, and organizational policies to maintain high service levels.
• Provide, coaching MSA's (SCAN and BPO), Call Center Data analysis, QA analysis, maintain PTO, and timecard approvals, attend daily business reviews as required, host BPO supervisor meetings as required, attend assigned internal SCAN cross functional meetings required, assist with developing protocols for service delivery, implement strategies to enhance member satisfaction, and collaborate with other depts to streamline processes and improve member service BPO /vendor relations.

You will

• Manage the Contact Center Specialist supporting the BPO and internal teams, assist the Manager
• in supporting multiple BPO teams including: communicating job expectations providing coaching
• and performance evaluation, and appraising performance results of the internal team members;
• ensuring the BPO teams are performing to contract standards and providing , as well as enforcing:
• systems, policies, and procedures.
• Direct reports of the Supervisor include: Contact Center Specialists assigned to the vendor
• relations team.
• Act as a guide/mentor to their teams on leading practices around: * Manage a BPO book of business (e.g., responsible for ensuring member's issues are resolved, and services delivered meet contractual, compliance, and member experience standards).
• Provide personalized-concierge level service to our members.
• Assign tasks amongst team members, including prioritizing assignments based on member needs/issues, contractual and/or compliance requirements
• Provide guidance on how their team can give coaching and feedback to their own downstream resources (e.g.,
• internal front line and BPO Advocates) in order to establish a culture of continuous coaching and
• improvement.
• Think proactively about comprehensively managing service across the teams' books of business and anticipating customer needs.
• Act as final escalation point resource. Follow all appropriate Federal and State regulatory requirements and guidelines applicable to SCAN Health Plan operations, as documented in company policies and procedures.
• Provide specific guidance and coaching to the team regarding internal and external stakeholders to:
• Ensure adherence to the stakeholder's processes and policies
• Identify issues and red flags based on the results of their team's interactions with members as well as member's complaints and
• concerns.
• Proactively communicate external stakeholder issues and trends to drive timely resolution.
• Perform analysis of data and trends received from their teams to determine service gaps and deliver feedback/coaching to other departments, teams, and stakeholders.
• Responsible for driving performance enhancements working with their direct report teams and their management structure.
• Participate in the interviewing, training, auditing, coaching and providing feedback to staff.
• Provide personal growth and development opportunities for team.
• Responsible for meeting/exceeding appropriate team success metrics including but not limited to:
• Strategic metrics: member satisfaction ratings, net promoter scores, voice of customer scores, etc.
• Operational metrics: productivity scores, quality scores, adherence to schedule and attendance, transfer rates, average handle time, proactive outbound calls.
• Regulatory metrics: service levels, average speed to answer, abandonment rates.
• Report to Leadership on teams' performance. Creates suggestions on how to improve customer experience, including implementation recommendations.
• Responsible for the management and day-to-day operations of their teams, including but not limited to:
• Utilize workforce management and contingency planning, including acting as back-up for staffing needs.
• Monitor and manage daily call volumes by intervals.
• Provide oversight to ensure that customer service standards are achieved including response times, productivity, and call quality.
• Ensure department policies, procedures, and job aids are consistently followed.
• Ensure contractual performance, staffing, and quality standards are met.
• Ensure teams are appropriately collaborating to ensure positive outcomes for members and stakeholders.
• Disseminate communication to teams including policy updates, SCAN-wide communications, training updates, etc.
• We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.
• All other duties as assigned.

Your qualifications

• 4 + years of customer service call center experience, concierge or hospitality experience.
• 2 + years of supervisory experience
• Experience managing book of business in healthcare insurance medical group
• Leadership- Basic skills to develop others
• Problem Solving - Basic problem-solving skills
• Communication - Good communication and interpersonal skills
• Ability to effectively manage staff.
• Ability to understand and identify trends, effectively analyze root causes and problem solve.
• Ability to deal with ambiguity, while working cross-functionally and collaboratively across the organization.
• Ability to research, analyze and resolve member issues independently, while demonstrating compassion and responsiveness.
• Ability to effectively present information and respond to questions from members, vendors, peers and management.
• Member Obsessed, build member trust, respect, and credibility with all partners.
• Demonstrate honesty and integrity consistently and always when representing SCAN and assisting SCAN members. Skilled at time management and prioritizing tasks.
• Ability to multi-task and manage the changing needs of the members/business. Ability to speak using clear and professional language and answer telephone using appropriate etiquette.
• Ability to work in a fast-paced environment with changing priorities, while maintaining a calm demeanor.
• Technologically savvy and able to utilize information systems effectively.
• Strong interpersonal skills, including excellent written and verbal communication skills.
• Strong organizational skills; Ability to multitask.
• Ability to appropriately maintain confidentiality.
• Strong analytical and critical thinking skills, required.
• Bilingual Preferred

What's in it for you?

• Base Pay Range: $71,000-$103,000.00
• Work Mode: Mostly Remote
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)- 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
• Excellent 401(k) Retirement Saving Plan with employer match
• Robust employee recognition program
• Tuition reimbursement
• An opportunity to become part of a team that makes a difference to our members and our community every day!

We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required. #LI-JR1