Supervisor, Customer Service

Your Future Evolves Here

Job Summary:

The Contact Center Supervisor plays a pivotal role in leading our contact center team, ensuring the effective and efficient management of operations related to prior authorization services for healthcare companies. This role is essential in upholding Evolent Health’s commitment to excellence in service delivery, optimizing processes, and supporting our mission to enhance the quality of care while reducing costs. The ideal candidate will bring strong leadership skills, a background in contact center management, and a passion for improving healthcare outcomes.

Key Responsibilities:

Team Leadership and Management:

• Supervise, mentor, and develop a team of contact center representatives.
• Conduct regular performance evaluations, provide constructive feedback, and address performance issues to maintain a motivated and high-performing team.
• Oversee training and development programs to ensure staff are equipped with the knowledge and skills needed to excel in their roles.

Operational Oversight:

• Monitor daily contact center operations to ensure adherence to service levels and quality standards, in line with Evolent Health’s commitment to operational excellence.
• Implement and manage processes that enhance efficiency and effectiveness in handling prior authorization requests.
• Analyze call metrics and other performance indicators to identify trends, areas for improvement, and implement necessary corrective actions.

Customer Service Excellence:

• Ensure that representatives provide exceptional service to providers, members, and clients.
• Manage escalated issues and complex cases, providing timely and effective resolutions to maintain high client satisfaction.

Process Improvement:

• Collaborate with other departments to identify and implement improvements in the prior authorization process, contributing to our mission of delivering better care and reducing costs.
• Develop and enforce procedures that enhance the accuracy and speed of the authorization process, driving continuous improvement in line with Evolent Health’s strategic goals.

Reporting and Analysis:

• Prepare and present regular reports on team performance, service metrics, and operational issues to senior management, providing insights that support our mission of operational excellence.
• Utilize data and feedback to drive initiatives that optimize contact center performance and align with Evolent Health’s objectives.

Qualifications:

Education and Experience:

• Associate degree or higher in Business Administration, Healthcare Management, or related field preferred
• Minimum of 3-5 years of experience in a contact center environment, with at least 2 years in a supervisory role.
• Experience in healthcare, insurance, or prior authorization services is highly desirable.

Skills and Competencies:

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficient in contact center software and CRM systems.
• Strong analytical and problem-solving skills.
• Ability to handle high-pressure situations and maintain a positive attitude.

Other Requirements:

• Ability to work flexible hours if needed to meet operational demands.
• Commitment to maintaining confidentiality and adhering to healthcare compliance regulations.

To ensure a secure hiring process we have implemented several identity verification steps, including submission of a government issued photo ID. We conduct identity verification during interviews, and final interviews may require onsite attendance. All candidates must complete a comprehensive background check, in-person I-9 verification, and may be subject to drug screening prior to employment. The use of artificial intelligence tools during interviews is prohibited and monitored. Misrepresentation will result in immediate disqualification from consideration.

Technical Requirements:

We require that all employees have the following technical capability at their home: High speed internet over 10 Mbps and, specifically for all call center employees, the ability to plug in directly to the home internet router.

Evolent is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. If you need reasonable accommodation to access the information provided on this website, please contact recruitingteam@evolent.com for further assistance.

The expected base salary/wage range for this position is $55,000 to 60,000. As part of our total compensation package, Evolent is proud to offer comprehensive benefits (including health insurance benefits) to qualifying employees. All compensation determinations are based on the skills and experience required for the position and commensurate with experience of selected individuals, which may vary above and below the stated amounts.