Overview:
Now hiring a Supervisor PCSC
Manage a team of call center representatives by objectively measuring contact center performance, diagnosing problems and creating improvement plans. Develop/maintain a coaching model used to track employee performance (quality, production, attendance, etc.) and development. Understand the contact center performance statistics and reporting systems available and work closely with the Work Force Administrator to apply them in managing service levels and staff performance. Be available to the staff to answer questions, take escalated calls, monitor queue and keep representatives aware of inbound calls, calls waiting, abandonment rate, etc. Motivate and encourage representatives through positive communication and feedback
How you belong matters here.
We value our employees' differences and find strength in the diversity of our team and community.
At Presbyterian, it's not just what we do that matters. It's how we do it - and it starts with our incredible team. From Information Technology to Food Services and beyond, our non-clinical employees make a meaningful impact on the healthcare provided to our patients and members.
Why Join Us
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Full Time - Exempt: Yes
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Job is based Rev Hugh Cooper Admin Center
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Work hours: Days
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Benefits: We offer a wide range of benefits including medical, wellness program, vision, dental, paid time off, retirement and more for FT employees.
Ideal Candidate:
Associates degree in related field, 3 years of additional experience can be substituted in lieu of degree; plus 3 years experience preferably in the managed care field. Prefer two (2) years supervisory experience in a call center environment.
Qualifications:
Maintain collaborative coaching skills and demonstrated ability to communicate effectively in person, via telephone, and in writing. Requires strong organizational skills and the ability to understand plan details. Must be able to work cooperatively with other employees and function effectively under pressure. Bilingual preferred.
Education Essential:
- Associate Degree or
- High School Diploma or GED
Responsibilities:
- Administers performance management for the work unit to achieve positive department and organizational performance results with a focus on customer service using organization and time management skills to effectively coach and develop the work unit.
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Continuously demonstrates excellence in customer service to include accessibility, research, providing options; timeliness and follow through. Role models and mentors others to deliver customer service that meets/exceeds customer expectations, results in high member satisfaction scores, and consistently earns the letter from members and their families.
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Drives quality and production outcomes to meet departmental/organizational standards and expectations.
- Demonstrates and transfers product and process knowledge to the contact center representatives with a focus on continuous learning. Implements and enforces established policies and procedures.
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Interprets data/reports and develops team and individual improvement strategies.
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Works effectively with cross-functional departments and external customers.
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Engages and supports contact center representatives and peers by promoting and participating in EWCC initiatives and being accountable for achieving contact center business objectives.
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Recruit and select staff using established organizational tools to build effective teams.
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Performs other duties as assigned.
Benefits:
All benefits-eligible Presbyterian employees receive a comprehensive benefits package that includes medical, dental, vision, short-term and long-term disability, group term life insurance and other optional voluntary benefits.
Wellness
Presbyterian's Employee Wellness rewards program is designed to provide you with engaging opportunities to enhance your health and activate your well-being. Earn gift cards and more by taking an active role in our personal well-being by participating in wellness activities like wellness challenges, webinar, preventive screening and more.
Why work at Presbyterian?
As an organization, we are committed to improving the health of our communities. From hosting growers' markets to partnering with local communities, Presbyterian is taking active steps to improve the health of New Mexicans.
About Presbyterian Healthcare Services
Presbyterian exists to improve the health of patients, members, and the communities we serve. We are locally owned, not-for-profit healthcare system of nine hospitals, a statewide health plan and a growing multi-specialty medical group. Founded in New Mexico in 1908, we are the state's largest private employer with nearly 14,000 employees - including more than 1600 providers and nearly 4,700 nurses.
Our health plan serves more than 580,000 members statewide and offers Medicare Advantage, Medicaid (Centennial Care) and Commercial health plans.
Inclusion and Diversity
Our culture is one of knowing and respecting our patients, members, and each other. We capture this in our Promise and CARES commitments.
AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer with smoke free campuses.
Maximum Offer for this position is up to: USD $34.27/Hr. Compensation Disclaimer: The compensation range for this role takes into account a wide range of factors, including but not limited to experience and training, internal equity, and other business and organizational needs.