Inovalon

  • Bi-Lingual Call Center Supervisor

    Job Locations US-AZ-Phoenix
    Requisition ID
    2018-8176
    Category (Portal Searching)
    Operations
  • Overview

    Inovalon is a leading technology company that combines advanced cloud-based data analytics and data-driven intervention platforms to achieve meaningful insight and impact in clinical and quality outcomes, utilization, and financial performance across the healthcare landscape. Inovalon's unique achievement of value is delivered through the effective progression of Turning Data into Insight, and Insight into Action.

     

    Inovalon is currently recruiting a Bi-lingual Call Center Supervisor. The NCIO Supervisor oversees the daily productivity of our Communication Center Representatives and is responsible for the development of their respective team. Development protocols including intensive coaching and mentoring, as well as regular quality and productivity reviews.

    Responsibilities

    • Direct responsibility of the day to day and the overall performance, training, and development of the Communication Center Representative team assigned to telephonic member outreach for information collection, coaching and education;
    • Develop, motivate, and assist a team of 10-15 non-clinical CCR’s in the problem-solving resolution process in our Communication Call Center;
    • Monitor and drive individual performance, quality, and productivity, including providing direct coaching, support, and feedback;
    • Assist in the identification of gaps and opportunities for CCR’s and our patients to develop action plans for and review action plans with the staff and leadership;
    • Track and monitor performance of individuals to develop periodic and yearly evaluation criteria including and development areas, strengths and goals/objectives;
    • Call quality and individual/team productivity are primary focus areas for the Team Lead;
    • Conduct weekly, monthly, and annual CCR review sessions;
    • Ensure optimum staffing levels through efficient scheduling and adjustments to meet peak service demands; and
    • Assist in the selection of new call center representatives.

    Qualifications

    • Fluent in speaking both English and Spanish (preferred);

    • Minimum of 2 years of college required, Bachelor’s Degree preferred;
    • Minimum of 2 years experience as a supervisor in a high volume call center, preferably within the health care field;
    • Outbound (telemarketing, collections) sales experience is preferred;
    • Superior team leadership skills with demonstrated excellence in motivating, developing, and retaining front-line employees;
    • Proven ability to communicate effectively with company personnel, customers, and professionals at all levels; and
    • Demonstrated ability to multi-task and maintain records in a well-organized manner.

     Inovalon provides equal employment opportunities (EEO) to all employees and applicants for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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