San Francisco Health Plan

  • Customer Service Supervisor

    Job Locations US-CA-San Francisco
    Job ID
    2019-1610
    Category
    Operations
    Type
    Regular Full-Time
  • Overview

    Our customers (members and providers) are our highest priority.  As part of one of SFHP's largest business areas, the Supervisor of Customer Service will be responsible for the daily operations of the Customer Service Department and will supervise a team of high-energy, customer-centric staff to ensure nothing short of exemplary customer service and the most accurate information is provided consistently to customers in accordance with established policies, procedures, and regulatory requirements. 

     

    WHAT YOU WILL DO

    • Plan, organize and direct daily operational work to ensure the highest level of efficiency and effectiveness.
    • Provide assistance to the customer service team and help to resolve customer issues and  escalated calls. 
    • Maintain training levels to the customer service team to ensure the most accurate information is given to our customers.
    • Supervise staff with an eye on fostering a team-oriented collaborative work environment. 
    • Manage call traffic to ensure call metrics are met.
    • Monitor calls for quality and provide constructive feedback and coaching to the team.  
    • Work collaboratively with other departments on cross functional projects.

     

    WHAT YOU WILL BRING

    • A Bachelors degree or equivalent experience.
    • Prior experience leading/supervising a team in a call center environment.
    • Knowledge of Medi-Cal/Healthy Workers/Healthy San Francisco programs.
    • Demonstrated ability managing customers using de-escalation techniques. 
    • Outstanding problem-solving capabilities.
    • Ability to interpret and comply with state and federal policies, procedures, rules, and regulations.
    • Superior verbal and written communication skills.
    • Computer proficiency using Microsoft Office (Excel, Word, and Project, and Powerpoint).

     

    ABOUT US

     

    Established in 1997, San Francisco Health Plan (SFHP) is a an award winning,  managed care health plan whose mission is to provide affordable health care coverage to the underserved low and moderate-income residents in San Francisco county. SFHP is chosen by eight out of every ten San Francisco Medi-Cal managed care enrollees and its 145,000+ members have access to a full spectrum of medical services including preventive care, specialty care, hospitalization, prescription drugs, and family planning services. SFHP was designed by and for the residents it serves, and takes great pride in its ability to accommodate a diverse population that includes young adults, seniors, and people with disabilities.

     

    San Francisco Health Plan is an Equal Opportunity Employer (EOE) M/F/D/V
    Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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