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Supervisor Customer Care - Philadelphia PACE Application Center
Prime Therapeutics • Washington, DC 20080 • Posted 7 days ago
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In-person • Full-time • $52,250-$78,390/yr • Junior Manager
Job Highlights
Using AI ⚡ to summarize the original job post
The Supervisor Customer Care at the Philadelphia PACE Application Center is responsible for supervising customer care staff who handle telephone inquiries related to eligibility, benefits, claims, and authorization of services. This role involves managing the customer care management, ensuring compliance with policies, measuring performance, providing staff supervision, and managing the department's quality improvement programs to ensure member and provider satisfaction.
Responsibilities
- Supervise customer care staff responding to telephone inquiries from providers and members.
- Ensure compliance with policies, procedures, and customer requirements.
- Measure performance and productivity against standards.
- Ensure the care center meets telephone access standards for Prime.
- Provide routine staff supervision activities including staffing, disciplinary actions, and performance appraisals.
- Interview and screen applicants for positions within the department.
- Monitor and evaluate data from the call tracking and call management telephone system.
- Ensure associates are given their QI scores, monthly report cards, and productivity statistics.
- Manage the department's customer/support services quality improvement programs.
- Identify training needs for the Customer Service Unit and develop specific training programs.
- Manage the complaint and grievance process.
- Coordinate with sales account management and regional staff for smooth implementation of new business.
Qualifications
Required
- Minimum 5 years' experience in a call center environment
- 2 years' supervisory experience
- Service excellence attitude
- Demonstrated track record of managing change with proven results
- Ability to identify individual and team developmental needs
- Ability to effectively coach and develop team members
- Healthcare call center environment
Preferred
- Former PACE Application Center Experience
- Bachelor's degree
About Prime Therapeutics
Prime Therapeutics specializes in managing pharmacy benefits and offers a home delivery service for medications. They provide a 90-day supply of medicine, auto-refills, free standard shipping, and 24/7 support from pharmacy experts. They also offer specialty medicines to help people manage long-term conditions and improve their overall well-being.
Full Job Description
Our work matters. We help people get the medicine they need to feel better and live well. We do not lose sight of that. It fuels our passion and drives every decision we make.
**Job Posting Title**
Supervisor Customer Care - Philadelphia PACE Application Center
**Job Description Summary**
Primary function is to supervise the customer care staff responsible for responding to telephone inquiries from providers and members as they relate to eligibility, benefits, claims, and authorization of services. Supervises the staff in the implementation, servicing, and maintenance of accounts and account related activities.
**Job Description**
+ Former PACE Application Center Experience Preferred.
+ Manages the customer care management (CMC) and supports services (if applicable) to ensure compliance with policies, procedures and customer requirements.
+ Measures performance and productivity against the standards.
+ Ensures the care center is meeting telephone access standards for Prime.
+ Provides routine staff supervision activities regarding staffing, disciplinary actions and performance appraisals.
+ Interviews and screens applicants for positions within the department.
+ Monitors and evaluates data from the call tracking and call management telephone system for accuracy, completeness, inquiry response time and performance issues.
+ Ensures associates are given their QI scores, monthly report cards, and their productivity statistics individually.
+ Ensures motivational programs are being utilized.
+ Manage the department`s customer/support services quality improvement programs to ensure member and provider satisfaction.
+ Identifies training needs for the Customer Service Unit in developing specific training programs for the Service Center.
+ Responsible for the training and development of lower level staff and maintaining a teamwork environment.
+ Manages the complaint and grievance process.
+ Coordinates with sales account management and regional staff to provide smooth implementation of new business within the Care Center and Support Services.
**Responsibilities**
+ Minimum 5 years' experience in a call center environment and 2 years' supervisory experience.
+ Must possess service excellence attitude.
+ Demonstrated track record of managing change with proven results.
+ Ability to identify individual and team developmental needs.
+ Ability to effectively coach and develop team members.
+ Healthcare call center environment.
**Work Experience**
Work Experience - Required:
Customer Service, Supervisory
Work Experience - Preferred:
**Education**
Education - Required:
GED, High School
Education - Preferred:
Bachelors
**Certifications**
Certifications - Required:
Certifications - Preferred:
Potential pay for this position ranges from $52,250.00 - $78,390.00 based on experience and skills. Pay range may vary by 8% depending on applicant location.
To review our Benefits, Incentives and Additional Compensation, visit our Benefits Page (https://www.primetherapeutics.com/careers/benefits/) and click on the "Benefits at a glance" button for more detail.
_Prime Therapeutics LLC is an Equal Opportunity Employer_ _and a Tobacco-free workplace_ _. We encourage diverse candidates to apply and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, genetic information, marital status, family status, national origin, age, disability, veteran status, or any other legally protected class under federal, state, or local law._ _Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures_ _._
Positions will be posted for a minimum of five consecutive workdays.
Prime Therapeutics' fast-paced and dynamic work environment is ideal for proactively addressing the constant changes in today's health care industry. Our employees are involved, empowered, and rewarded for their achievements. We value new ideas and work collaboratively to provide the highest quality of care and service to our members.
If you are looking to advance your career within a growing, team-oriented, award-winning company, apply to Prime Therapeutics today and start making a difference in people's lives.
Prime Therapeutics LLC is proud to be an equal opportunity and affirmative action employer. We encourage diverse candidates to apply, and all qualified applicants will receive consideration for employment without regard to race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, or any other basis protected by law.
We welcome people of different backgrounds, experiences, abilities, and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.
Prime Therapeutics LLC is a Tobacco-Free Workplace employer.
If you are an applicant with a disability and need a reasonable accommodation for any part of the employment process, please contact Human Resources at 1.866.469.1257 or email Careers@primetherapeutics.com.
**Job Posting Title**
Supervisor Customer Care - Philadelphia PACE Application Center
**Job Description Summary**
Primary function is to supervise the customer care staff responsible for responding to telephone inquiries from providers and members as they relate to eligibility, benefits, claims, and authorization of services. Supervises the staff in the implementation, servicing, and maintenance of accounts and account related activities.
**Job Description**
+ Former PACE Application Center Experience Preferred.
+ Manages the customer care management (CMC) and supports services (if applicable) to ensure compliance with policies, procedures and customer requirements.
+ Measures performance and productivity against the standards.
+ Ensures the care center is meeting telephone access standards for Prime.
+ Provides routine staff supervision activities regarding staffing, disciplinary actions and performance appraisals.
+ Interviews and screens applicants for positions within the department.
+ Monitors and evaluates data from the call tracking and call management telephone system for accuracy, completeness, inquiry response time and performance issues.
+ Ensures associates are given their QI scores, monthly report cards, and their productivity statistics individually.
+ Ensures motivational programs are being utilized.
+ Manage the department`s customer/support services quality improvement programs to ensure member and provider satisfaction.
+ Identifies training needs for the Customer Service Unit in developing specific training programs for the Service Center.
+ Responsible for the training and development of lower level staff and maintaining a teamwork environment.
+ Manages the complaint and grievance process.
+ Coordinates with sales account management and regional staff to provide smooth implementation of new business within the Care Center and Support Services.
**Responsibilities**
+ Minimum 5 years' experience in a call center environment and 2 years' supervisory experience.
+ Must possess service excellence attitude.
+ Demonstrated track record of managing change with proven results.
+ Ability to identify individual and team developmental needs.
+ Ability to effectively coach and develop team members.
+ Healthcare call center environment.
**Work Experience**
Work Experience - Required:
Customer Service, Supervisory
Work Experience - Preferred:
**Education**
Education - Required:
GED, High School
Education - Preferred:
Bachelors
**Certifications**
Certifications - Required:
Certifications - Preferred:
Potential pay for this position ranges from $52,250.00 - $78,390.00 based on experience and skills. Pay range may vary by 8% depending on applicant location.
To review our Benefits, Incentives and Additional Compensation, visit our Benefits Page (https://www.primetherapeutics.com/careers/benefits/) and click on the "Benefits at a glance" button for more detail.
_Prime Therapeutics LLC is an Equal Opportunity Employer_ _and a Tobacco-free workplace_ _. We encourage diverse candidates to apply and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, genetic information, marital status, family status, national origin, age, disability, veteran status, or any other legally protected class under federal, state, or local law._ _Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their position; and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures_ _._
Positions will be posted for a minimum of five consecutive workdays.
Prime Therapeutics' fast-paced and dynamic work environment is ideal for proactively addressing the constant changes in today's health care industry. Our employees are involved, empowered, and rewarded for their achievements. We value new ideas and work collaboratively to provide the highest quality of care and service to our members.
If you are looking to advance your career within a growing, team-oriented, award-winning company, apply to Prime Therapeutics today and start making a difference in people's lives.
Prime Therapeutics LLC is proud to be an equal opportunity and affirmative action employer. We encourage diverse candidates to apply, and all qualified applicants will receive consideration for employment without regard to race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, or any other basis protected by law.
We welcome people of different backgrounds, experiences, abilities, and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.
Prime Therapeutics LLC is a Tobacco-Free Workplace employer.
If you are an applicant with a disability and need a reasonable accommodation for any part of the employment process, please contact Human Resources at 1.866.469.1257 or email Careers@primetherapeutics.com.
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