Concierge Supervisor Jobs

LHH is seeking a Member Services Concierge Supervisor (MSCS) to help resolve escalated member issues and advocate for members by proactively engaging and assisting them with their needs. Please note that some shifts may run until 8 pm, and occasional weekend work may be required.

The main responsibility of the MSCS will be to supervise and support the Member Services Concierge team. You will also be expected to fill in for the Customer Services Director when unavailable and assist the Concierge team with their duties.

Representative Duties:

• Ensure and verify that all department Workforce Members attend and complete mandatory training.

• Support the Customer Services Director with developing and implementing the organizational plans, strategies, and annual budget.

• Review and analyze the department's actual performance against the targeted performance objectives leveraging company data applicable to the department, available KPI (Key-Performance Reports), and other available performance measurement resources.

• Work collaboratively and cooperatively with Customer Services Director to develop and implement supplemental plans and/or strategies to mitigate departmental performance gaps to stated business objectives and/or targeted KPI (Key Performance Indicator) results.

• Support the Customer Services Director with aligning and documenting the department’s business priorities, goals, and objectives quarterly and/or monthly to achieve business targets as outlined in the annual business plan.

• Interface and collaborate with departmental team members and other functional area leaders on special projects and/or towards accomplishing company-wide business goals, objectives, and project deliverables.

• Effectively present departmental performance information, project updates and other miscellaneous information to various internal business stakeholders.

• Respond to escalated calls from members and assist with incoming calls as needed.

• Responsible for maintaining department calendar and scheduling time off requests, tracking staff attendance and any other department needs.

• Ability to interact with members fairly, calmly, and understanding to obtain positive results.

• Manage difficult or emotional customer situations; responds promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; meet commitments.

• Use tact, discretion, and courtesy while addressing the needs of the clients, the public, and others in daily duties.

• Perform other duties and special projects as assigned.

Qualifications:

• Associate's Degree in Communications, Business Administration, or a similar discipline.

• 5 years’ experience in call center leadership role with increasing responsibilities.

• Proven ability to supervise, train, plan, and implement assignments.

• Previous experience working in the healthcare industry, specifically HMO

• Experience and knowledge in health care enrollment, claims and pharmacy-related services.

• Intermediate computer skills, including electronic mail, routine database activity, word processing, spreadsheet, graphics, etc.

About the Company

This health plan is a top provider in Northern California, offering comprehensive benefits and services to over 100,000 members and 5,000 employers. They provide plans for individuals, groups, and Medicare beneficiaries. Their network includes leading medical groups, major hospitals, medical centers, and thousands of trusted local doctors and specialists.

Send resumes to [email protected]

Salary: $70,000 - $80,000 DOE

Onsite position | Sacramento, CA

Benefits include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, an EAP program, commuter benefits, and a 401K plan. Our program allows employees to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pay upon meeting eligibility criteria.