Client Services Supervisor

Job DescriptionJob Description

Position Summary:

The Client Services Supervisor supervises daily clinical call center staff and operations. These key individual coaches and develops team members in accordance with departmental goals and objectives to ensure quality of service, rapid response, suitable documentation, and compliance with performance metrics.

Essential Functions:

1. Has the responsibility to ensure that licensed staff under his/her supervision are available for the non-clinical staff for monitoring and oversight purposes. (9%)
2. Directly supervises staff performance to ensure quality of service, rapid response, appropriate documentation, and compliance with staff daily tasks leading the team to the achievement of the efficient and effective operational results. (27%)
3. Perform monthly silent monitoring of employees for each line of business and participate in the Quality Calibration Program. (27%)
4. Review, update, and approve employee payroll and annual performance reviews of clinical staff. (18%)
5. Call center and CPR support as needed. (9%)
6. Complies with all guidelines established by the Centers for Medicare and Medicaid (CMS), NCQA, URAC and guidelines set forth by other regulatory agencies & HIPAA where applicable; obtains necessary professional and continuing education required for licensure and any applicable certifications. (5%)
7. Other duties assigned by the manager. (5%)

Education:

• Minimum 3 years of experience in a managed care position or related.
• Supervision experience .

Knowledge:

• Knowledge in customer service and emergency call handling and telephonic necessity identification.
• Proficient in data entry skills.
• Personal computer experience should include working with Microsoft Word, Excel, Power Point and Outlook at the intermediate level at a minimum.