About Solera

Solera Health, Inc. is committed to changing lives by guiding people to better health in their communities. The company has built a dynamic platform that provides intensive, evidence-based, lifestyle and behavioral social interventions to impact the costliest chronic conditions in the country. Solera's marketplace strategically matches consumers to curated disease prevention with a network of community organizations and digital therapeutics providers delivering the most meaningful health outcomes.

Job Summary:

At Solera, we seek to build meaningful relationships by leveraging our network partners and reaching out to health plan participants to connect them to a healthier lifestyle program. As the Call Center Supervisor, you will lead day to day operations for Solera Participant Care Center. This includes monitoring productivity and metrics to ensure the department meets or exceeds established targets. The Contact Center Supervisor will support the customer experience by addressing complex questions and concerns from team members, problem solve real-time solutions and provide feedback and support. This role will monitor benchmarks for service and help improve current processes to promote efficiencies as this team continues to grow.

You should be experienced working in a fast-paced environment, have a general working knowledge of healthcare, understand insurance eligibility and benefit verification. You will also handle email, chat, inbound and outbound escalated inquires, therefore, must have excellent communication skills. This position handles support for both our program partners and our program participants by supporting all Participant Care Center employees.

What you'll do:

• Manage team performance, production, and quality to ensure service level agreements and performance standards & key metrics are met or exceeded.
• Coordinate and direct daily operations of the Participant Care Center ensuring adequate staffing to meet performance targets and ensure issues or escalations are appropriately handled.
• Recommend, develop, and implement guidelines, policy, and procedures that contribute to the overall success of the department and Solera Health.
• Maintain key performance metrics on outbound/inbound calling programs.
• Coach call center agents on areas of opportunity to improve their KPIs and quality while managing department goals.
• Monitor and manage time and attendance for the Participant Care staff.
• Ensure full customer satisfaction for escalated issues by providing quality service, identifying customer needs, and assisting them with concerns related to healthcare issues while maintaining a friendly, helpful demeanor.
• Effectively communicates and builds impactful relationships with participants and Solera colleagues through written, digital, and verbal communication channels to provide an easy, empathetic, solution-oriented customer experience.
• Maintain knowledge of healthcare practices pertaining to participant information, by adhering to HIPAA, PHI/PII regulations and safeguarding practices as required by law.

What you'll need:

• High School Diploma or GED.
• 5+ years of customer service experience working in a healthcare call center.
• At least 1+ years of supervisory experience in a healthcare call center.
• Knowledge of healthcare services and practices and regulatory compliance i.e., HIPAA.
• Understanding of call center metrics within an omnichannel solution.
• Able to work in a high demand environment to successfully meet or exceed productivity standards.
• Excellent interpersonal and communication skills to maintain a positive and helpful attitude with all customers, internal and external.
• Proven skills in organizing and planning with demonstrated ability to effectively manage time and achieve results in a fast-paced environment.
• Must be detail oriented with the ability to evaluate and problem solve complex issues to resolution.
• Must have the ability to acquire and utilize a sound knowledge of the company's customer information systems.
• Must possess efficient keyboarding skills and knowledge of common office software including, Microsoft Office, Google Suite, and other communication programs.

COVID-19

• Full COVID-19 vaccination required.

Where you are located

• This is a remote position within North America time zone(s) and will require travel to other corporate locations as needed.

Benefits

• Remote first culture
• Competitive salary
• Unlimited paid time off
• Paid pregnancy and parental leave
• Adoption assistance program
• Medical, dental and vision insurance
• 13 company holidays
• 401k + company match
• Free FitBit, Sworkit and Headspace (meditation & mindfulness app) account
• Casual and fun atmosphere

Disclaimer

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.

EEO

Solera Health provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Solera Health complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.