This position meets departmental goals by guiding and directing the activities of team coordinators and customer service associates; ensures that appropriate development and training of these resources takes place.  Ensures DQV maintains and enhances its leadership role in Customer Service in a cost-effective manner by implementing and supervising customer service strategies.

JOB DUTIES AND RESPONSIBILITIES:

•·         Accomplish departmental goals (accessibility, accuracy of information provided on calls, call management standards, budget, inventory, etc.) by guiding and directing activities of coordinators and customer service staff and by communication to manager and director issues, which may prevent accomplishment of departmental goals.

•·         Supervising staffing and scheduling of call center resources by working with statistical data from call center reports to ensure efficient staffing and CSA productivity.

•·         Assess call quality of employees and the team by monitoring telephone calls and reviewing written correspondence.  Assess call monitoring and feedback skills by working with team coordinators in order to take action as required to improve or sustain performance.

•·         Develop action planning for performance improvement by analyzing monthly reports and other observed trends.

•·         Assist in developing innovative ways to balance service and personal needs by monitoring employee stress levels.

•·         Foster an environment of teamwork by participating in and leading teambuilding activities.

•·         Provide claims processing workflow and quality improvement by working closely with Claims services and Claims Operations.

•·         Represent DQV in Customer Service issues with internal and external customers (i.e. accounts, members, dentists, groups, etc.)  by handling their escalated appeals.

•·         Other duties as assigned.

JOB REQUIREMENTS:

•·         College degree and or three years of supervisory experience or equivalent in the business environment.

•·         Excellent analytical and problem solving skills.

•·         Excellent organizational skills.

•·         Excellent communication skills: written, verbal and interpersonal.

•·         Ability to work well with others at all levels of the organization.

•·         Experience with group health insurance and service industry a plus.

•·         Ability to work under pressure.

•·         Ability to identify and escalate critical conditions.

apply online www.dentaquest.com