Care Navigation Center Supervisor

Jacksonville, FL 32257As Care Navigation Center Supervisor, you and your counter-part will directly oversee the telephonic team within the Customer Experience Center to ensure positive morale and efficient daily operations. You will serve our community through the development and implementation of best call center practices and procedures. You will also be asked to make suggestions for process improvement using your knowledge of daily and ground call center operations.Provide leadership and support in a Sunday through Monday 8:00am – 8:00pm call center environment which is open 365 days a year.Be able to answer calls and process referrals due to coverage needs.Conduct staff performance reviews; assess needs, and other operational strategy assessments to include training and coaching.Maintain a high standard for productivity, quality, and customer service through service level/key performance indicators.Perform Call Quality monitoring and evaluationsManage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.Summarize, collect and analyze call center trends and data for regular performance reports.Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in organizational projects.Perform all other duties as assigned.Bachelor’s Degree, preferred or Equivalent Work experienceMedical Certification: MA, CNA, or LPN, preferred3+ years of call center Leadership experience3+ years of Medical Customer Service experience, RequiredMotivated self-starterWorkforce Management skills including ERLANG-C, preferredExcellent verbal and written communication skills