Providence Supervisor Service Operations - Contact Center in Beaverton, Oregon
Providence St. Joseph Health is calling a Supervisor Service Operations - Contact Center to our location in Beaverton, OR.
Calling all professionals with health plan customer service expertise to join our growing and future-minded leadership team!! As a valued member of our Contact Center leadership team, she/he will lead a professional team of Customer Service Caregivers responsible for servicing Member and Provider telephone, chat and email inquiries for various lines of business. We ask that you have a demonstrated skillset and book of knowledge in health plan or a related industry where member experience and production/quality standards are paramount.
Familiarity with regulatory requirements related to inquiry response times, member enrollment, group and individual premium billing, contact center standards and cutting-edge technology is essential. This important, front-line leader must foster effective working relationships with core staff, vendors, consultants and other PHP staff in performing their duties.
In this position you will have the following responsibilities:
Telephone average speed of answer (ASA) and % of calls answered within agreed upon SLAs and applicable contractual requirements.
Call Quality measurements.
Ensure chat and Email response times meet internal and external best practices, SLAs and applicable contractual requirements.
Staff mentoring, development and training.
Attrition/Absenteeism rate maintenance and reduction.
Lead and support a designated, line of business specific Customer Service Operations Team for Providence Health Plan.
Supervise coordination of all work, quality improvement activities, projects, objectives, and staffing of the department by working with direct manager.
Evaluate performance and initiate personnel actions such as talent acquisition, Annual increases, probationary and periodic reviews, promotions, transfers between teams, and other tasks in concert with Human Resources as needed.
Foster professional, working relationships with peers, leaders and all other Providence Health Plan (PHP) staff as needed.
Provide a supportive, TEAM-based environment that facilitates group decision making and employee empowerment.
Collaborate with PHP staff with Product development initiatives, Benefit changes, various system upgrades/conversions/implementations, while serving as Champion for a positive Member Experience.
Create, maintain and foster collaborative relationship with Workforce Management Analyst (WFMA) to ensure all scheduling, forecasting and contact center requirements are met on a daily and ongoing basis. If applicable and as needed, serve as backup to WFMA.
Bachelor's Degree in Business Management, Healthcare Administration, Accounting, or related field, plus 4 years management/industry experience, or;
Associate's Degree with 6 years related management/industry experience or 8 years related management/industry experience.
1-year Customer Service background in managed care environment.
Experience in project management methods.
1 year Demonstrated experience in navigating Behavioral Health benefits and policies
About Providence in Oregon.
As the largest healthcare system and largest private employer in Oregon, Providence offers exceptional work environments and unparalleled career opportunities. The Providence Experience begins each time our patients or their families have an encounter with a Providence team member and continues throughout their visit or stay. Whether you provide direct or indirect patient care, we want our patients to feel that they are in a welcoming place where they can be comfortable and free from anxiety. Our employees create the Providence Experience through simple, caring behaviors such as acknowledging and welcoming each visitor, introducing ourselves and Providence, addressing people by name, providing the duration of estimated wait times and updating frequently if timelines change, explaining situations in a way that puts patients at ease, carefully listening to their concerns, and always thanking people for trusting Providence for their healthcare needs. At Providence, our quality vision is simple, "Providence will provide the best care and service to every person, every time."
Providence is consistently ranked among the top 100 companies to work for in Oregon. It is also home to two of our award-winning Magnet medical centers. Providence hospitals and clinics are located in numerous areas, ranging from the Columbia Gorge to the wine country to sunny southern Oregon to charming coastal communities to the urban setting of Portland. If you want a vibrant lifestyle while working with a team highly committed to the art of healing, choose from our many options in Oregon.
For information on our comprehensive range of benefits, visit:
As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.
Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.
Job Category: Non-Clinical Lead/Supervisor/Manager
Req ID: 293265