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.

Responsibilities:

  • 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

Experience Preferred:

  • 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 accommodations@xerox.com. 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