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SUPERVISOR CUSTOMER SERVICE in Cypress, CA at Beacon Health Options

Date Posted: 3/11/2019

Job Snapshot

Job Description


We are currently seeking a dynamic Supervisor, Member Services to join our team at our office in Cypress, CA.  The Call Center Supervisor is responsible for the daily activities and supervision of a team of customer service employees. The Supervisor is responsible for the quality, efficiency, and effectiveness of the department, identifying and resolving issues, and partnering with call center leadership team to ensure overall objectives are being met. The Supervisor will be responsible for staffing, training, managing resource allocations, resolving escalated issues, counseling/disciplining, providing coaching and feedback, managing daily workload, gathering data and reporting results to management.

Position Responsibilities:

  1. Oversees a team and daily operations in the Call Center, managing real time work volumes and providing assistance to customers/members, clients and staff.
  2. Meets with direct reports for performance review, professional development and initiate corrective action as needed.
  3. Perform annual staff reviews and establish individual/team goals for development.
  4. Trains and assists staff to handle work volume and issues in accordance with company policies.
  5. Assists with daily scheduling for call volumes and adherence to overall service level agreements.
  6. Monitors and evaluates staff call performance to assure quality service and customer satisfaction.
  7. Identifies trends and escalate issues in a timely manner.
  8. Maintains attendance records, prepare payroll input and monitor staff’s adherence to schedule.
  9. Oversees and responds to customer issues/incidents that impact company initiatives.
  10. Participates in handling incoming and outbound call needs to meet department/client goals.
  11. Adheres to all Beacon policies and procedures and standards of operations.
  12. Completes all required and assigned trainings.
  13. Performs annual staff reviews and establish individual/team goals for development.
  14. Motivates team members to reach department goals and objectives.
  15. Attends all mandatory company or department meetings.
  16. Displays a positive, constructive, and helpful demeanor that is conducive to a safe and respectful work environment.
  17. Acts as a mentor to team members by leading by example and guiding with a sense of integrity and teamwork.
  18. Meets regularly with team members for one on ones and staff meetings.
  19. Identifies opportunities for staff improvement, high performing team members, and training needs of team members.
  20. Collaborates with management to identify areas of opportunity within department and makes improvements on processes, culture, or work environment.
  21. Acts as a liaison between staff, management, and other functional departments for consistent improvements of functions and workflow.
  22. Identify misconduct, finds resolution, and escalate to Human Resources.
  23. Travel to all company sponsored events, trainings, and locations based on business needs.
  24. Performs special projects and other duties as assigned and required.

Position Requirements:


Bachelor’s degree or equivalent years of experience in a team lead or supervisory capacity

Relevant Work Experience:  

  • Call Center or Customer Service experience, 2 years minimum
  • Supervisory, coaching, mentoring experience preferred

Knowledge, Skills & Abilities:

  • Electronic health record and electronic medical record software systems
  • Proficient knowledge in Medicare and Medical as well as experience working in a call center environment.
  • Quoting eligibility, verifying both member demographic and provider contracting information.
  • Knowledge in Claims
  • Knowledge in CPT codes, ICD 9 and ICD 10.
  • Proficient in Microsoft office suite, specifically Word, Excel and PowerPoint


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Beacon Health Strategies, LLC., a Beacon Health Options company, is proud to be an Equal Opportunity Employer as well as a Drug Free Work Environment. EOE/M/F/Veterans/Disabled