Job Description

Xtend Healthcare, a Navient company, is nationally recognized as the industry-leading provider of comprehensive revenue cycle solutions to hospitals and health systems. Xtend Healthcare provides an array of solutions for our customers including full and partial revenue cycle outsourcing, third-party insurance follow-up, self-pay, coding, CDI, contact tracing, vaccine administration and consulting services.

Xtend Healthcare, a Navient company, has immediate openings for Temporary Full-Time COVID-19 Call Center Supervisor positions (REMOTE - Work from home).

THIS IS A TEMPORARY POSITION LASTING UP TO 6 MONTHS; depending on business need.

The COVID-19 Call Center Supervisor position is responsible for effective supervision of the staff and operations of the Vaccine Call Center. The supervisor will coach specialists to provide accurate and professional service to customers via telephone. The supervisor coaches and trains specialists consistently in areas such as communicating service options to customers, taking inbound call questions as well as outbound calls for follow up and completion of an needed information. They are accountable for providing effective supervision of assigned staff to ensure an efficient and cost effective operation.

* Customarily and regularly directs the work of 2 or more employees
* Responsible for making decisions or recommendations concerning hiring, advancement, promotion, or other changes of status for employees under his or her supervision
* Regular attendance is a requirement for this position
* Ability to maintain a consistent level of visibility for coverage and agent coaching is required

JOB SUMMARY:

1. Provide effective supervision, leadership, guidance to staff to ensure that all goals and objectives are met.

* Provide supervision and motivation of staff to foster competitive performance.
* Ensure efficient and productive handling of inbound and outbound call volume.
* Ensure that staff has the necessary information, knowledge, and training to efficiently perform all job responsibilities.
* Maintain knowledge of all programs/projects the inbound/outbound unit supports.
* Assist staff with questions pertaining to the products and services offered by Navient.
* Receives and responds promptly and accurately to all customer inquiries and complaints via telephone that have escalated to the supervisory level.
* Adhere to Information Security guidelines through timely completion of yearly test requirements.

2. Staff Evaluation/Development.

* Ensure adherence to the customers' experience and the departments quality and compliance guidelines through regular side by sides, observed listenings, and floor presence.
* Monitor and assess staff performance and administer feedback daily, monthly and yearly.
* Monitor, review and provide regular feedback to staff on the quality and quantity of work produced.
* Provide ongoing guidance, feedback, and motivation to staff to ensure exceptional performance and maximum utilization of resources.
* Assess staff capabilities and identify appropriate development and training opportunities.
* Set the appropriate expectations of conduct and professionalism through example.
* Mentor and Develop assigned Team Lead.

3. Administrative Managerial Duties as assigned but not limited to:

* Review leave requests for approval/denial.
* Review time sheets for approval/denial.
* Write and administer regular monthly scorecard assessments.
* Write, review and administer PDA as needed.
* Review and administer quality and compliance checks as required by department on a daily basis.
* Interviewing and hiring of appropriate candidates.
* Ensure all necessary measured scores for agents are input on a monthly basis.

4. Recognition/Coordination of Special Projects.

* As required by management, responsibilities may include the research of data and preparation of the required documentation.
* Special projects as assigned.

Other duties as assigned.

HOME OFFICE / COMPUTER / INTERNET REQUIREMENTS:

* A private workspace or home office free from distraction
* Access to laptop or desktop with Microsoft Windows 10 Operating System with S Mode disabled; with a minimum of 5GB of available disk space and at least 4 GB of RAM. (The desktop/laptop cannot be more than 3 years old); or a Mac computer
* If using a Mac, it must be a 64-bit Intel based Mac running macOS 10.15 Catalina or newer version.
* Anti-virus software (this is free and available on the internet)
* Reliable, high speed internet (minimum 10MB download and upload speed); such as Cable or Fiber. (DSL and Satellite are not supported)
* Access to landline or cell phone
* You must have a smart phone or tablet that has the ability to download and run the Microsoft Authenticator App. Please note: a Chromebook or tablet can be used to download this App, however they are NOT compatible with the systems you will work from and therefore cannot serve as your work computer. (Microsoft Authenticator App may be downloaded to a smart phone that is using the most recent operating system. For Apple users, this app can be found in the App store. For Android users, this app can be found in the Play store.)

MINIMUM REQUIREMENTS:

* High school diploma
* 2 years Customer Care experience
* Must have at least 1 year of leadership experience
* Must be flexible in terms of hours/shift available to work

PREFERRED QUALIFICATIONS:

* At least 18 months in a high-volume call center is strongly preferred
* Experience addressing the questions and concerns of patients or clients
* Some College in a health-related field (i.e., public health, nursing, psychology, social work, counselling, or another field of allied health);
Bachelors degree in business or similar preferred
* Work or volunteer experience in public health or a health-related field
* Experience with conducting health-related interviews
* Prior experience in a high-volume call center
* Working knowledge of Excel
* Budgetary knowledge/experience
* Previous Collections experience
* Ability to solve problems quickly and independently
* Technical skills to utilize current technologies and monitor dialer campaigns
* Demonstrate efficient time management skills.
* Demonstrate effective decision-making skills.
* Demonstrate excellent verbal and written communication skills.
* Excel by using time efficiently planning, organizing, and prioritizing to achieve the highest quality of work with maximum productions.
* Demonstrate excellent PC skills