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Overview : As a Sales Associate, you will be the most critical link in ensuring that our customers have a rewarding experience that will keep them coming back ...
American Income Life - Insurance Company - Norfolk, VA US
Beginning a sales career this new year with American Income Life Insurance Company is your Opportunity Unlimited. We are looking for sales minded individuals ...
Successful candidates for this role will be selfmotivated, proactive, excellent listeners, speakers and written communicators. Dominion Enterprises is an equal ...
Customer Service Specialist Dominion Enterprises (www.dominionenterprises.com) a leader in providing resources, information, and web services to the real estate, ...
Develops and directs overall order and servicerelated activities for CCI's customer service function. Develops and implements policies for the resolution of ...
Develops and directs overall technical support of all products for CCI's customer service function. Develops and implements policies for the resolution of service ...
FT Assistant Customer Service Sales Manager Food Lion Responsible for assisting the store team to build sales and achieve sales goals and for maintaining ...
Provides daily supervision and technical support to a team of Customer Care Representatives Provides guidance and staff development and monitors work to provide feedback and ensure quality and performance standards. Assists with coordinating activities of Customer Care Representatives engaged in ensuring provider satisfaction. This position may be assigned to work with a designated specialty unit when AMERIGROUP moves into a new state or market.
Responsibilities:
1. Provides supervision and technical support to business unit.
2. Provides on-line assistance to handle escalated calls from Members, Providers and internal sources.
3. Serves as liaison to other departments regarding Member, Provider and claim resolutions.
4. Facilitates training on systems and Member, Provider and claims payment procedures.
5. Partners with Quality Assurance to understand root causes of errors made. Takes initiative to address and correct root causes of error.
6. Supports Member, Provider and claims projects and acts as a point of contact for Member, Provider and claims issues.
7. Interacts with other Departments in development of training, claims process reviews, and procedures.
8. Responsible for managing assigned area to AMERIGROUP and Department policies, procedures, and Standards of Excellence, as well as HIPAA regulations.
9. Possesses strong interpersonal skills to manage, develop, and retain staff.
Creates development plan for associates.
Evaluates associate performance and makes recommendations advancement and merit increases.
Provides timely and effective feedback to associates.
Tracks productivity and performance of Associates; completes monthly scorecard for assigned Associates. Prepares monthly incentive information.
Develops corrective action plans when performance is below standard
Performs all levels of performance management.
Documents performance related activity taken with assigned Associates.
Monitors attendance, tracks PAL requests and reviews Associates time records. 10. Provides associate feedback through silent monitoring.
10. Leads monthly team meetings to keep associates abreast of Company and Departmental activity.
11. Supports departmental and corporate objectives.
12. Other duties as assigned.
Qualifications:
EDUCATION AND EXPERIENCE:
Education
Required:
- HS Diploma or GED
Preferred:
- College Degree
Years and Type of Experience Required:
Required:
Associate must meet one of the two following requirements:
- Minimum five years experience in customer service, operations and/or call center environment with a minimum of two years experience as a supervisor/team lead; or demonstrated proficiency as a Customer Care Representative or Subject Matter Expert (performance which consistently exceeds established performance standards will be considered in lieu of supervisory/ team lead experience for current NCC/DSU associates); OR - Minimum three years of related work experience experience including successful completion of AMERIGROUP leadership development program.
Preferred:
- Managed care experience.
Specific Technical Skills
Required:
- Intermediate to advanced level MS Office skills. - Knowledge of productivity, adherence, call coaching/quality and other key measures related to performance.
Preferred:
- Knowledge of Amisys or Facets. - Knowledge of AMERIGROUP markets and products. - Understand core systems and processes of assigned area.
Certifications or Licensures
Required:
- Internal Applicants who do not possess a college degree must have successfully completed or complete within their 90 day introductory period the following Online Training Courses: Applying Leadership Basics; Basics of Effective Communication and Grammar Essentials.
Preferred:
- (Internal Applicants) Completion of the following Online Training Courses: Leading Effective Teams; Providing Effective Feedback; and Motivating Employees
Other
Required:
- Excellent verbal and written communication skills. - Strong interpersonal skills and demonstrated leadership capability. - Ability to handle irate individuals rationally and effectively. - Ability to administer disciplinary actions equitably and expeditiously. - Appreciation of cultural diversity and sensitivity towards target population. - Demonstrates initiative and ability to multitask; is proactive in problem resolution.
SCOPE INFORMATION
- # Direct Reports: Approximately 16
PHYSICAL REQUIREMENTS:
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must be able to operate general office equipment including but not limited to: computer, phones and related media and information devices. - Ability to communicate both in person and/or by telephone. - Data entry using repetitive motion.
