National Provider Service Line Supervisor in Latham, NY at Beacon Health Options

Date Posted: 10/31/2018

Job Snapshot

Job Description

About the Position:

We are currently seeking a dynamic National Provider Service Line Supervisor to join our team at our office in Latham, NY!   Under the direction of the Manager, this individual schedules, coordinates and leads the day-to-day activities of the Clinical Customer Service Consolidated Health Plan and Public Sector Call Center.  This incumbent will ensure the delivery of excellent service to internal and external customers across multiple clients and products.  The Supervisor ensures adequate resources are in place to meet the various client performance expectations.  The incumbent also provides technical support, training and mentoring to staff on a daily basis.

Position Responsibilities:

  • Schedule, coordinate and lead the day-to-day activities of the Customer Service Department to ensure that adequate resources are in place to meet the departmental timeliness expectations and various client performance expectations.
  • Ensure delivery of excellent service via departmental telephone accessibility and inquiry management.    
  • Ensure performance management tools are consistently utilized to increase       productivity and quality service while serving as a role model for staff.
  • Supervise quality control functions to ensure that all inquiry resolutions are handled accurately and timely to minimize customer re-contacts and inventory backlogs.
  • Ensure telephone/written inquiry quality in all interactions with the customer.
  • Assist with the documentation of performance expectations and review those expectations and achievements with each staff member in accordance with company guidelines.  Assist with the development and implementation of staffing plans that include clear objectives.
  • Provide training, technical support and mentoring to the customer service staff, including service observations and inquiry auditing.  Develop and implement procedures to improve customer service, ensuring consistent service delivery to meet/exceed performance guarantees and corporate predetermined service levels. Provide immediate feedback to improve knowledge, efficiency and effectiveness in inquiry resolution and telephone skills. 
  • Facilitate regular staff meetings for dissemination of operational and administrative information to the customer service staff. 
  • Assist the management team during the interview and hiring process.
  • Supervise the receipt, investigation and resolution of escalated issues in a timely and highly effective manner

Position Requirements:

  • Education:  A High School/GED diploma is required.  An Associates Degree and relevant work experience is preferred.     
  • Relevant Work Experience:  At least three years customer service - call center experience in health care/health insurance is required.  Previous supervisory experience in the health care/health insurance field is preferred.


To Apply:

Click below on “Apply for this Position” to create a profile and apply for the position. 

Beacon Health Options is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment. EOE/AA/M/F/Veterans/Disabled



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