Centene Corporation Supervisor, Care Engagement in Indianapolis, Indiana
Oversees the work of the Care Engagement Specialists, ensuring that state requirements and corporate goals are met in regards to Health Needs Screenings, HEDIS targets and membership stratification. The Care Engagement team is responsible for impacting risk adjustment by steering members to preferred providers, educating members who utilize the Emergency Departments for non-emergent conditions and ensuring members are aware of payments due or enhanced services available to them.
Hire, coach and supervise a small to mid-size team.
Motivate, encourage and develop team members to achieve state, corporate and plan goals. Ensure staff remains committed and motivated to meet and exceed revenue, membership and other sales and retention related goals.
Create and distribute progress reports with summaries on key initiatives by program to the team.
Identify and analyze performance trends for member calls and recommend and implement process improvements to ensure goal attainment.
Oversee all related activities for the Care Engagement team, including creating workflows, call scripts and supplemental training materials.
Audit inbound and outbound calls for accuracy, customer service and adherence to set quality standards.
Collaborate with internal departments and outside vendors to ensure customer satisfaction and goal attainment.
Evaluate data for recognition program to ensure accurate payout and timely processing.
Complete other duties or tasks as assigned.
Bachelor's degree in healthcare, business or a related field and 3+ years of sales experience in a call center or other high pressure sales environment or High School Diploma and 7+ years of sales experience in a call center or other high pressure sales environment. Lead or supervisor experience preferred. Experience with a predictive dialer, Avaya and Uptivity or similar software programs preferred. Data analysis and reporting experience preferred. Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law. TITLE: Supervisor, Care Engagement LOCATION: Indianapolis, Indiana REQNUMBER: 1218624 COMPANY: Customer Care POSITION TYPE: Both
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