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.