Call Center Supervisor at MetroHealth HMO Limited

Role Description

This is a full-time hybrid role for a Call Center Supervisor at MetroHealthHMO. The Call Center Supervisor will be responsible for the following:

• Receive calls from Clients, Providers and Staff
• Receives calls from enrollees and prospects
• Manages Call Centre correspondence.
• Responds to clients within approved timeline
• Responds appropriately to situations in accordance with standard care metrics
• Give pre-authorization to care
• Send daily authorization report to medical manager
• Understand the use of IT application for customer care correspondence (CC Metrics)
• Use the CC Metrics optimally
• Escalates for update of provider directory and hospital details when received from providers
• Escalates information received to appropriate office
• Educate requesting call-in clients on MetroHealth products
• Co-manage care escalated from providers and clients till resolution
• Manages provider grievance emanating from MetroHealth operations
• Organizes the Call Centre for optimal efficiency
• Ensure 24/7 coverage and zero shut down of the call centre operations
• Improve turnaround time for pre-authorization issuance
• Provision of PA report to relevant offices on a regular basis
• Submission of weekly CC Metrics report to Head of Medical Service
• Submit Incident report weekly to the Head of Medical Service
• Any other task as assigned by HOD

Qualification

• BSc, BA in relevant fields
• Minimum of 4 years’ experience as a call centre professional.
• HMO experience is a must
• Excellent verbal and written communication skills
• Customer Care
• Nursing background