Job type full-time number of hires for this role 1
Full job description
Senior manager, support center
The carebridge senior manager, support center will be responsible for the efficient and effective operation of the carebridge tech support center, including staffing – hiring and management of staff to ensure appropriate coverage for responding to emails, web tickets, and inbound phone calls; training to ensure interactions are appropriate and accurate by state and mco; and meeting kpi’s and quality measurements for the entire support center and for individual agents.
The support center is made up of three different areas of focus: integration support, provider relations tech support, and training & support.
The senior manager, support center plays a critical role providing day to day support along with overall strategic, operational, and collaborative leadership during implementation and ongoing management for the carebridge tech support solution.
Support center daily management:
Leads team(s): integration support specialists, provider relations specialists, and training and support specialist, by acting as a mentor and coach, encourages others to meet and exceed goals.
Provides daily direction and communication to employees to ensure calls, emails, and tickets are answered timely, efficiently and in a knowledgeable manner.
Schedules team members to ensure appropriate coverage during business hours.
Audits inbound and outbound phone calls and/ or correspondence, observe performance, technique, and application of guidelines and procedures of the team.
Manages in a telephonic environment responding to payer and provider inquiries, concerns, complaints, etc.
Serve as an escalation point to assist with provider interactions with payer representatives where applicable.
Real time escalation of issues identified through increase in call/ticket volumes related to platform and application issues.
Team member management:
Interviews and hires support center staff:
Ensures each team is staffed appropriately and plans appropriately due to growth, shifts in staff, etc.
Provides coaching, counseling, direction, and resolution to team members as needed.
Creates, manages, and continues to refine role specific training for new hire orientation, for system enhancements, etc.
Conducts 1:1’s, promotes a collaborative, positive work environment, keep team motivated.
Systems and reporting:
Owns and manages support center phone and ticketing system:
Continual review and refinement due to growth, change in business, etc.
Monitor and track service issues and inquiries and assists with the identification of educational opportunities/programs to improve overall services to the provider network.
Research reported issues and support tickets and coordinate with internal/external team members/customers to resolve highly complex and/or escalated and sensitive issues.
Provides daily status reports on volume and key metrics.
System enhancement, communication and collaboration:
Collaboration and communication with client engagement and operations, implementation team members, and other internal stakeholders.
Collaborate with director of learning and development regarding use of training and support specialists, enhancements to job aids, videos, communication of system enhancements.
Use of mailer lite to communicate to platform and mobile app users system issues, enhancements, etc.
Provide on-going feedback for product team that results in reduction in calls/tickets due to mobile app and platform enhancements.
Improvements to tools and reports utilized by the integration support specialist team to reduce inbound questions, efforts to resolve tickets, etc.
Continual evaluation of processes and procedures resulting in suggestions to improve operations, efficiency, and service to both internal and external customers.
Solve complex problems with a broad company perspective to identify innovative solutions.
Initiate and maintain effective channels of communication with payer, providers, and internal staff.
Knowledgeable about the home and community based services (hcbs) provider community within local markets, including the various services provided and how they interact with the carebridge platform.
Maintains excellent punctuality and attendance during work hours.
Other duties as assigned.
Bachelor’s degree required or equivalent work experience.
Minimum of 2 years healthcare experience, preferably managed care exposure.
Minimum of 2 years of management experience, preferably in a customer service or call center environment.
Minimum of 2 years of project management experience, or experience in a high growth environment.
Strong communication skills; written and verbal with varying stakeholders.
Strong problem-solving skills.
Experience analyzing and interpreting data.
Experience leading a team to meet metrics and quality goals.
Previous customer or provider service experience required (inbound and outbound).
Extremely customer service focused and professional (phone etiquette).
Team player with proven ability to develop strong working relationships within a matrix organization.
Technical/functional expertise: familiar with customer service software and call center management tools, windows, and office applications.
Previous claim, coding, billing experience.
General hcbs and/or long term support services (ltss) product and customer knowledge.
Those who thrive at carebridge tend to possess these qualities:
An entrepreneurial spiritMust be a tenacious self-starter.
Flexible and adaptable to a constantly changing workload.
Must enjoy working in a fast-paced environment.
A sense of humor and a down-to-earth nature.
Employment type: exempt
Location: nashville, tn
Carebridge is a provider of technology and services that assist payers and states in caring for patients receiving long-term support servicesCarebridge’s services include electronic visit verification (evv), data aggregation, 24/7-member support, and benefit managementCarebridge is led by a team of healthcare service and technology veterans and is headquartered in east nashville.
Job type: full-time
Paid time off
Monday to friday
Work location: one location