Xerox Customer Care Supervisor - Medicaid Call Center Supervisor (West Sacramento, CA) in West Sacramento, California
Xerox is the world's leading enterprise for business process and document management. Its services, technology, and expertise enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox serves clients in more than 160 countries. For more information, visit www.xerox.com, www.news.xerox.com, www.realbusiness.com or www.xerox.com/businessservices.
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
The Customer Care Supervisor oversees all activities associated with Provider, Beneficiary and EDI Helpdesk Operations. Supervisor is responsible for responding to and resolving provider, beneficiary and agent issues. Ensures productivity meets or exceeds service level and quality standards
The Customer Care Supervisor provides direct supervision to individual contributors.
Screen, interviews and hire applicants
Establishes and implement performance and service standards
Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations
Ensures productivity meets or exceeds service level and quality standards
Monitors call analytics to ensure that contract performance standards are met
Monitors workforce management to ensure all calls are being distributed among staff for effective operation
Report and resolve production issues in a timely manner
Maintain and update desk procedures, department standard operating procedures, as required
Assists in the creation of training and monitor the effectiveness of the call center staff
Assist with development departmental quality standards
Any other duties assigned
Bachelor’s degree preferred
Minimum two years previous call center experience; work experience may be substituted for degree requirement
Minimum five years leadership experience, with a minimum of two years supervisory experience in a call center
Minimum two years MMIS claims examination and/or billing experience
Problem solve through analysis and ongoing feedback
Ability to communicate effectively, both verbal and written, with internal and external customers
Experience working with Microsoft Office including Excel, Outlook, Access, etc
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to firstname.lastname@example.org. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
Job: Customer Care
Organization: GHF Customer Care
Title: Customer Care Supervisor - Medicaid Call Center Supervisor (West Sacramento, CA)
Location: California-West Sacramento
Requisition ID: 16031634
Virtual/work from home? No