Supervisor, Customer Support Center
Company Name:
MAXIMUS (MAIN RECORD)
The Department of Vermont Health Access (DVHA) has selected MAXIMUS Health Services Inc. (MAXIMUS) as the centralized
statewide Customer Support Center for Vermont's public health care programs and the Vermont Health Connect (VHC), the
Health Benefits Exchange (HBE) for the State of Vermont. The Customer Support Center (CSC) provides information and assistance for individuals, families, small group employees, brokers and in person assistors seeking information, enrollment assistance, and/or services related to Vermont Health Connect. Working in a call center environment, a CSC Supervisor supervises the activities of a small team (8-12) Customer Support Representatives (CSR's) who provide information and
assistance to individuals, families, small group employees, brokers and in-person assistors seeking
information, enrollment assistance, and/or services related to Vermont Health Connect, and inform
individuals regarding enrollment, benefit counseling, and eligibility and enrollment for Qualified Health
Plans and the Vermont Green Mountain Care public health care programs. Supervisors monitor compliance with standards, provide coaching to improve performance, prepare and deliver performance evaluations, and in specific areas act as a subject matter expert.
Supervising the activities of Customer Support Representatives.
Monitoring overall compliance with project and performance standards, and taking appropriate action when standards are not being met.
Working collaboratively with the CSC Manager.
Performing the duties of a CSR as needed.
Preparing and presenting monthly, quarterly, and annual performance evaluations on time, and providing regular feedback and coaching that supports the attainment of project and performance standards. Supervisors provide and deliver remedial training, and/or corrective action as appropriate.
Staying current on project and program policies, procedures, and benefits, and acting as the primary resource to CSR's for this information. A supervisor may also serve as a subject matter expert in some areas.
Maintaining a comprehensive knowledge of all computer applications utilized by the project.
Acting in a positive and professional manner in support of MAXIMUS' core values at all times.
Demonstrating initiative by proactively identifying problems and solutions, making suggestions for improvement, and coordinating process modifications and improvements as appropriate.
Participating in recruiting, hiring, and training activities.
Working with stakeholders and other audiences to resolve issues and communicate outcomes.
Performing other duties as assigned by management.Respond appropriately to in-person, written, or telephonic customer inquiries with a high level of customer acceptance.
Utilize established references and resources appropriately.
High school diploma, or equivalent required. Degree from an accredited college or university in a related field preferred.
Prior supervisory experience, preferably in a customer service work environment desired.
Current experience as a CSR in the CSC highly desired.
Two-to-four years of Human services or health care experience, or experience serving the public preferred.
Minimum of two years of experience with MS Office applications.
Excellent organizational, interpersonal, written, and verbal communication skills
Experience in a call center work environment preferred.
Experience in a fast-paced, deadline-oriented work environment desired.
Experience executing many complex tasks simultaneously desired.
Experience working with culturally and linguistically diverse, and disadvantaged populations in a courteous and effective manner
Ability to operate workplace equipment/devices and software proficiently.
Ability to sit for long periods.
Ability to learn new information in accordance with established training protocols and timelines.
Ability to follow directions.
Ability to work assigned work schedule reliably.
Achieve and maintain individual and team productivity and quality performance levels in accordance with guidelines.
Ability to work courteously and effectively with culturally and linguistically diverse, and disadvantaged Populations.
A committed and diverse workforce is our most important resource.
MAXIMUS is an Affirmative Action/Equal Opportunity Employer
Women, people of color, individuals with a disability, veterans, and others who would enrich the diversity of MAXIMUS are encouraged to apply.
Date: 2014-05-01
Country: US
State: VT
City: Burlington
Postal Code: 05401
Category: Customer Service/SupportEstimated Salary: $20 to $28 per hour based on qualifications.
MAXIMUS (MAIN RECORD)
The Department of Vermont Health Access (DVHA) has selected MAXIMUS Health Services Inc. (MAXIMUS) as the centralized
statewide Customer Support Center for Vermont's public health care programs and the Vermont Health Connect (VHC), the
Health Benefits Exchange (HBE) for the State of Vermont. The Customer Support Center (CSC) provides information and assistance for individuals, families, small group employees, brokers and in person assistors seeking information, enrollment assistance, and/or services related to Vermont Health Connect. Working in a call center environment, a CSC Supervisor supervises the activities of a small team (8-12) Customer Support Representatives (CSR's) who provide information and
assistance to individuals, families, small group employees, brokers and in-person assistors seeking
information, enrollment assistance, and/or services related to Vermont Health Connect, and inform
individuals regarding enrollment, benefit counseling, and eligibility and enrollment for Qualified Health
Plans and the Vermont Green Mountain Care public health care programs. Supervisors monitor compliance with standards, provide coaching to improve performance, prepare and deliver performance evaluations, and in specific areas act as a subject matter expert.
Supervising the activities of Customer Support Representatives.
Monitoring overall compliance with project and performance standards, and taking appropriate action when standards are not being met.
Working collaboratively with the CSC Manager.
Performing the duties of a CSR as needed.
Preparing and presenting monthly, quarterly, and annual performance evaluations on time, and providing regular feedback and coaching that supports the attainment of project and performance standards. Supervisors provide and deliver remedial training, and/or corrective action as appropriate.
Staying current on project and program policies, procedures, and benefits, and acting as the primary resource to CSR's for this information. A supervisor may also serve as a subject matter expert in some areas.
Maintaining a comprehensive knowledge of all computer applications utilized by the project.
Acting in a positive and professional manner in support of MAXIMUS' core values at all times.
Demonstrating initiative by proactively identifying problems and solutions, making suggestions for improvement, and coordinating process modifications and improvements as appropriate.
Participating in recruiting, hiring, and training activities.
Working with stakeholders and other audiences to resolve issues and communicate outcomes.
Performing other duties as assigned by management.Respond appropriately to in-person, written, or telephonic customer inquiries with a high level of customer acceptance.
Utilize established references and resources appropriately.
High school diploma, or equivalent required. Degree from an accredited college or university in a related field preferred.
Prior supervisory experience, preferably in a customer service work environment desired.
Current experience as a CSR in the CSC highly desired.
Two-to-four years of Human services or health care experience, or experience serving the public preferred.
Minimum of two years of experience with MS Office applications.
Excellent organizational, interpersonal, written, and verbal communication skills
Experience in a call center work environment preferred.
Experience in a fast-paced, deadline-oriented work environment desired.
Experience executing many complex tasks simultaneously desired.
Experience working with culturally and linguistically diverse, and disadvantaged populations in a courteous and effective manner
Ability to operate workplace equipment/devices and software proficiently.
Ability to sit for long periods.
Ability to learn new information in accordance with established training protocols and timelines.
Ability to follow directions.
Ability to work assigned work schedule reliably.
Achieve and maintain individual and team productivity and quality performance levels in accordance with guidelines.
Ability to work courteously and effectively with culturally and linguistically diverse, and disadvantaged Populations.
A committed and diverse workforce is our most important resource.
MAXIMUS is an Affirmative Action/Equal Opportunity Employer
Women, people of color, individuals with a disability, veterans, and others who would enrich the diversity of MAXIMUS are encouraged to apply.
Date: 2014-05-01
Country: US
State: VT
City: Burlington
Postal Code: 05401
Category: Customer Service/SupportEstimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
