Summary

The Call Center Manager will oversee a primarily in-bound, call center and a Clinical Prior Authorization Center serving the Ohio Department of Medicaid.

Call center representatives respond to provider and member inquiries. The manager will monitor KPIs and ensure that all contractual obligations are met.

They will instill a culture of quality improvement and invest in staff development.

Your role in our mission

• Manages the SPBM’s dedicated call center team by overseeing hiring, training, staff recognition, and performance evaluation and management.
• Fully engages in real-time performance monitoring to facilitate achievement of service level agreement requirements.
• Ensures all policies and procedures are up to date.
• Ensures inquiries and issues are researched and resolved in compliance with state-defined policies, procedures, and criteria.
• Ensures clinical, operational, and experiential standards.
• Coordinates with Quality personnel to facilitate quality improvement initiatives.
• Ensures staff are initially trained and works with the Training Coordinator to assess ongoing training needs. Approves content.
• Recommends staffing adjustments based on historical trends or current trend trajectory.
• Develops useful management and client reports.
• Liaise with subject matter experts regarding industry best practices, process improvement and customer service to maintain state-of-the-art Contact Center.
• Meets regularly with client regarding contractual requirement updates.
• Escalates matters to the state, when warranted.
• Other duties as assigned / required.

What we're looking for

• Bachelor’s degree in business management, Insurance, Healthcare or related field preferred or equivalent work experience.
• Prior management experience required.
• 1-2 years of managed care, insurance, or pharmacy benefit management call center experience required.
• Pharmacy experience required.
• Medicaid experience preferred.

What you should expect in this role

Remote

S upporting an operation on Eastern Standard Time

Business travel as needed 25% or less.

All applicants must reside in and work from Ohio*

Join Dynata's Virtual Call Center!

We are looking for talented call center survey agents to perform outbound surveys from home with respondents and accurately record their answers.

These surveys range in topics from politics to customer satisfaction and beyond. The opinions you collect, and record are sent to our clients to help them make more informed business decisions.

No sales or collections involved!

Come Join Our Team

• Base wage of $13 / hr.
• Flexible part-time personalize schedules within company operating hours
• We will train the right candidate

Requirements :

• Ability to read and speak clearly
• Ability to handle difficult calls in a professional manner
• Must be able to work within the hours of 4PM-10PM EST
• Must be 18 years or older
• Ability to provide own equipment (laptop, headset, etc.)
• Have a dedicated, quiet working space that is free of distractions to conduct business.

Join the Dynata team today!

At Dynata, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported.

We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve.

Dynata welcomes and encourages applications from people with disabilities. We are committed to an inclusive work culture for all our employees.

Accommodations by request can be made for all aspects of the selection process.

Dynata is also an affirmative action employer OE / Minority / Female / Veteran / Disabled / Sexual Orientation / Gender Identity

Job Description

Responsible for performing job functions relative to Room Service call center operations and patient meal service. Responsible for processing of Room Service meal requests, including compliance of meal with prescribed diet order and / or food allergies, preparing enteral feedings for distribution and providing excellent customer service.

Responsibilities

Obtains meal orders from patients and visitors via telephone and enters into the Health Touch diet office management system for processing.

Verifies patient’s meal order meets diet order parameters and offers compatible suggestions to make the order compliant.

Documents required information efficiently and consistently. Answer calls using the appropriate greeting, stating name and using a courteous tone of voice.

Reads back meal order prior to completion of the call. Provides excellent customer service and resolves minor meal concerns.

Escalates unresolved patient concerns to a FANS manager.

Obtains meal orders at patient bedside for patients assigned Appropriate with Assist’ Room Service status. Enters into the Health Touch using tablet computer for processing.

Verifies patient’s meal order meets diet order parameters and offers compatible suggestions to make the order compliant.

Documents required information efficiently and consistently. Follows script for entering patient room, uses appropriate greeting and follows proper hand hygiene protocol.

Reads back meal order prior to leaving patient room. Provides excellent customer service.

Completes patient call backs as assigned for any patient with an active diet order that has missed a meal. Provides notification to a Clinical Dietitian for any patient refusing two consecutive meals.

Enters Behavioral Health paper menus into Health Touch according to tray standards for zone printing and preparation. Ensures 6W patients with an active diet order have a meal entered prior to production report print time.

Prepares enteral feedings according to printed tube feeding labels for delivery to nursing units.

Patient advocate visits new admissions to instruct patients on meal ordering system. Assist patients and family members in placing meal order.

Follows patient advocate script and provides excellent customer service.

Delivers Room Service meal trays to patients and / or guests when assistance is needed. Provides timely notification to nursing unit of prepared trays for insulin patients prior to delivering tray to the patient.

Follows tray delivery script for entering patient room and follows proper hand hygiene protocol. Verifies 2 patient identifiers prior to delivering meal tray.

Assists with meal set-up as needed, including moving bedside table within reach. Collects cash payment for guest tray and returns promptly, if change is needed.

Confirms accuracy of meal order and provides patient with excellent customer service. Reports any patient complaints / concerns to a FANS Manager.

Attends meetings as required to enhance knowledge, job skills and communication within the department. Follows acceptable practices related to : safety, sanitation, infection control, quality control, and customer relations.

Performs other duties or responsibilities as assigned or needed. May assist in other areas as relief.

Qualifications

KNOWLEDGE AND SKILLS :

In the sections below, please minimum education / training (degrees, certifications, and licenses) necessary to enter the job.

Provide the minimum job-related, and industry experience necessary to enter the job. Be specific about what qualifications / skills are required to handle the responsibilities of the job.

EDUCATION : High school diploma or equivalent preferred.

YEARS OF EXPERIENCE : 2 years of related work experience. Call center experience preferred.

REQUIRED SKILLS AND KNOWLEDGE : Related food service knowledge and skills. Customer service skills. Basic reading, writing and math skills.

LICENSES REGISTRATIONS & / or CERTIFICATIONS :

Make banking a Fifth Third better®

We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.

GENERAL FUNCTION :

First level of management in Call Center Department. Promotes outstanding customer service, facilitates workflow, monitors productivity, and ensures staff compliance with Bancorp policies and procedures.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined.

Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience.

While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES & RESPONSIBILITIES :

Coordinate and supervise day-to-day workflow in Call Center.

Monitors Call Center activity to ensure that customer service and production standards are met and maintained. Work with other members of management team to address problems when they arise.

Responsible for prioritizing work and delegating tasks to ensure proper coverage of functions. (i.e., assist as part of a team in the overall management of call flow).

Oversee and assist in resolving escalated operational and customer service issues. Forward staff suggestions for improvement to other members of the Call Center management team.

Oversee post classroom training of new hires, ensuring a full understanding of departmental and Bank procedures and Bank products and services.

Promote teamwork and the cross training of employees.

Responsible for the development and motivation of staff, and ensuring that they have the necessary resources to do their job.

Continually look for ways to improve the performance of the Call Center by identifying and implementing work efficiencies through process improvement techniques.

Encourages and develops sales skills in employees. Promotes cross selling and up selling of products and services.

Conduct telephone quality monitoring calls, and meet with quality analysts to review and discuss quality monitoring calls that have been done.

Provide feedback and coaching to subordinates on their performance during the quality monitoring calls and from the Voice of Customer feedback.

Identify individual and group training needs and work with management team to develop the best approach for improvement.

Develop individual plans for improvement.

Monitor attendance of subordinates and ensure accuracy of hours worked prior to submitting payroll information

Display expert knowledge in banking products and services.

Responsible for periodic management of entire shift (i.e., nights and weekends).

Oversee of specific departmental projects.

Participate in internal or external departmental rotations for development purposes.

Continually learning and developing knowledge of Bank products and services.

Has significant input on employees actions (hiring, performance counseling, termination, etc.). Familiar with a variety of the field's concepts, practices, and procedures.

Relies on extensive experience and judgment to plan and accomplish goals.

Performs a variety of tasks. A wide degree of creativity and latitude is expected.

Perform any other duties as assigned.

SUPERVISORY RESPONSIBILITIES :

Responsible for providing employees timely, candid and constructive performance feedback; developing all employees to their fullest potential and provide challenging opportunities that enhance employee career growth;

developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED :

Bachelor's degree or equivalent experience required.

0-2 years supervisory experience preferably in a customer service environment.

Banking operations experience in specified or comparable area preferred.

Excellent verbal and written communication skills.

Experience with Microsoft office products, such as Access, Word, Excel, PowerPoint and Outlook.

Leadership skills, initiative, a detail orientation, strong analytical skills, and decisive decision-making skills.

Ability to work in a team environment, presenting a professional image and commanding the respect of staff, peers, and senior management.

Ability to multi-task and be flexible.

Excellent organization and project management skills.

LI-MW1

Call Center SupervisorLOCATION Cincinnati, Ohio 45227

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.

Fast paced local office of an International Franchise has an opening for a Home Improvement Customer Service Representative.

Our customers love us! We have over 50% repeat / referral customer base and are seeking additional office support for our growing business.

Handyman Connection of Mason is a locally owned and operated, well established Home Improvement Company dedicated to excellent customer service and quality workmanship.

What You Will Receive

• Earn competitive pay depending on your skills, experience and availability
• Work during traditional business hours with some flexibility no nights or weekends!
• Professional office with a friendly touch!
• Excellent training and support
• Branded apparel available (or business casual attire)

Responsibilities

• Strong telephone and written communication skills
• Dedication to excellent customer service
• Outgoing personality; enjoys working with people
• Able to manage small business details while working independently
• Manage time and responsibilities - scheduling, customer support, job tracking, billing, staff communications, phone calls, etc.
• Confident with typical office equipment and computer skills - especially Microsoft products such as Outlook, Excel, Word, CRM, PowerPoint
• Knowledge of home repair and light remodeling REQUIRED
• Experience working in a Customer Service Role or Telemarketing Role preferred

Competitive wages with benefits and incentive plan available to qualified applicant. For immediate consideration, apply online via the application to the right.

Check us out on the web at : www.handymanconnection.com / mason

What our customers say :

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