Care Coordination - Supervisor
- Full-time
Company Description
WellCare provides managed care services, focusing on Medicaid and Medicare for seniors, the blind and disabled, and low-income adults, children and families.
Job Description
Essential Functions:
- Supervises non-clinical support staff and department workflows to achieve successful quality outcomes and benefit maximization towards members' care.
- Supervises processes and procedures to ensure compliance with contractual, regulatory (Federal/State) and accreditation entities.
- Provides leadership and support to front-line staff.
- Monitors and tracks production and quality driven work and outcomes of team.
- Monitors associates' performance, productivity and quality through standard reports.
- Conducts one-on-one coaching and provides associates feedback routinely and as needed.
- Provides counseling/corrective action procedures when required.
- Maintains documentation of performance including attendance and disciplinary actions.
- Provides significant input into associates' performance evaluations and hiring/terminations.
- Manages the E-time process - including training and education.
- Conducts training for new associates and re-training based on changing policy and procedure
- Prepares and completes projects, reports and assignments as needed to meet departmental goals and initiatives.
- Attends company meetings in absence of manager.
- Makes process improvement recommendations to management.
- Act as primary contact for escalated calls and/or escalated issues or that require additional research and/or special handling.
- Investigates issues of an unusual nature and proposes solutions in a clear and concise manner.
- Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified.
- Performs special projects as necessary
Qualifications
Candidate Education:
- Required An Associate's Degree in a related field
Candidate Experience:
- Required 4 years of experience in a health care customer service or call center environment
- Preferred 1 year experience in leading/supervising others
Candidate Skills:
- Intermediate Demonstrated problem solving skills
- Intermediate Ability to work within tight timeframes and meet strict deadlines
- Intermediate Ability to work independently
- Intermediate Ability to work in a fast paced environment with changing priorities
- Intermediate Demonstrated interpersonal/verbal communication skills
- Intermediate Demonstrated written communication skills
- Intermediate Ability to lead/manage others
- Intermediate Other Demonstrate effective critical thinking and decision making skills
Technical Skills:
- Required Intermediate Microsoft Word Proficient in Microsoft Outlook applications, including Word,Excel, Power Point and Outlook
- Required Intermediate Microsoft Outlook Ability to use proprietary health care management system
- Required Intermediate Microsoft Excel
- Required Intermediate Microsoft PowerPoint
- Required Intermediate Healthcare Management Systems (Generic)
Additional Information
All your information will be kept confidential according to EEO guidelines.