Supervisor, Customer Experience
II. Job Scope & Expectation
- Operations
The Healthcare Supervisor plays a vital role in ensuring seamless operations by collaborating with Senior Leadership, Workforce Management (WFM), Training, Quality Assurance (QA), and internal LOBs to support members on their concerns.
Collaborate with WFM to oversee daily operations, monitor adherence and aux usage, address issues like over breaks and unauthorized auxes/logouts, and notify WFM as needed.
Lead and inspire a team of Customer Service Associates, SMEs, and QAs by example, fostering a culture of professionalism, empathy, and member-focused service excellence
Manage daily, weekly, and monthly staffing schedules with agility to meet fluctuating shipment volumes and critical healthcare delivery timelines.
Analyze operational reports, including Krisp, AWS, IEX, and key performance dashboards, to ensure associates maintain exceptional quality, accuracy, and timeliness in managing member calls
Act as a crucial support resource during prolonged or complex customer interactions members concerns and escalations, guiding CSAs in effective recovery actions, service disruption management, and escalation handling while balancing operational efficiency.
Respond swiftly and decisively to Immediate Action Required issues to protect member’s outcomes and client integrity
Serve as the primary point of contact for Centene related concern’s maintaining trusted communication channels
Act as an Escalation Point of Contact for their team, providing guidance and support on complex or urgent member-critical issues
Participate in Centene’s content, development meetings and calls to advocate for timely resolution and maintain high levels of customer satisfaction
Oversee customer relationship management and performance tracking, reinforcing a commitment to patient-centered service delivery.
Support customer maintenance, relationship management, and performance tracking, ensuring high-quality, patient-focused service.
Ensure timely submission and accurate documentation of Error Tracking Log concerns through EMBER, updates or operational guidance received from the client
Monitor and address quality assurance findings, ensure completion of all necessary certifications and training, and implement corrective actions proactively
Manage escalated customer contacts, ensuring effective follow up and timely resolution
Create weekly and daily plans to proactively manage workflow, monitor potential service disruptions, and communicate priorities to the team
Facilitate daily touch-base meetings with associates and management to review performance, members priorities, and improvement strategies
Collaborate with SMEs and QAs to guarantee that each CSA receives the stablished coaching sessions per week
Ensure coaching sessions and team huddles are conducted consistently with purpose and urgency, thoroughly documented, and focused on reinforcing procedures, service expectations, and recovery best practices.
Supervisors maintain accountability by tracking supervisor call backs and follow-ups, validating understanding, and ensuring corrective actions or knowledge gaps are addressed in a timely manner to support reliable execution and continuous improvement.
Supervisors should handle coaching and documentation for any concerns and client call outs.
Conduct daily call monitoring tailored to associate’s needs, leveraging data-driven approaches to maintain high standards of professional, empathetic customer support. (e.g., 360 coaching, targeted, reactive or corrective coaching or based on performance/KPI segmentation)
Lead daily huddles to deliver operational updates, share insights, and promote team cohesion.
Analyze low Customer Satisfaction Scores (DSAT 1 & 2) and Net Promoter Scores (NPS) to identify trends and implement continuous improvement initiatives
Monitor Average Handling Time (AHT) and Customer Satisfaction Score (CSAT) hourly to ensure optimal performance
Monitor and manage Do Not Contact (DNC) requests, ensuring all agent-submitted requests are reviewed, tracked, and completed within established timelines.
Maintain oversight of Error Log Tracker by reviewing tickets submitted by internal Lines of Business, identifying trends, and ensuring timely resolution and feedback implementation.
Review and validate Late Enrollment Penalty (LEP) attestation submissions to ensure accuracy, completeness, and compliance with client guidelines.
Manage Supervisor Call Back requests by ensuring tickets created by frontline staff are tracked, assigned, and resolved promptly to support member satisfaction.
Investigate and resolve customer escalations, including Spanish-language call escalations, providing coaching and corrective actions when necessary to improve service quality.
Urgently follow up on Complaint Tracking Module concerns (CTM), consolidating findings, preparing client-facing recaps, and ensuring timely communication of concerns and resolutions
Prepare and distribute End-of-Day (EOD) operational reports, providing visibility into team performance, operational results, and key business metrics.
Lead daily team huddles and coaching sessions to communicate operational updates, reinforce expectations, share performance insights, and promote employee engagement.
Ensure adherence to established turnaround times, service standards, and client requirements through proactive monitoring and follow-up.
Partner with cross-functional teams, leadership, and client stakeholders to address operational issues, implement solutions, and achieve business objectives.
Hold weekly meetings with Quality teams to review progress and resolve issues.
Support managers with data collection and analysis for Weekly Business Reviews (WBR).
Track attendance and absenteeism accurately, ensuring timely follow-up on deviations.
Design and implement action plans and performance improvement initiatives tailored to individual and team needs.
Maintain detailed records of unauthorized absences and proactively address attendance concerns
Create recognition summaries and presentations to reward and recognize agents for their great work and achievements
Handle Disciplinary Process (DP) requests and assist in creating official documentation and evidence of the case.
Manage disciplinary issues, make last contact attempts with associates, and draft necessary paperwork and reports for HR.
Continuously monitor operational adherence to service level agreements and company policies to guarantee consistent and high-quality patient-focused service.
Utilize performance dashboards transparently to engage associates in their development and promote accountability.
Proactively solicit overtime when needed, ensuring Mandatory Overtime Signoffs are completed to optimize workforce management.
Adhere to and enforce company policies, including but not limited to Social Media, Clean Desk, Workplace Attire, and Workplace Decorum.
Supervisors are expected to send their Start of Day (SOD) report, including absenteeism, tardiness, call outs, important news of the day, and other relevant updates.
Facilitate performance reviews and develop action plans for Most Help Needed (MHN) as outlined in the Continuous Improvement Program (CIP).
Share End of Day (EOD) reports detailing completed activities, highlights, lowlights, updates on absenteeism, tardiness, FAQs, escalation tracker, required follow-ups, and any other activities performed.
Supervisors should send any roster changes weekly, if applicable.
Quality
Ensure Customer Service Associates understand and adhere to all call center objectives, performance standards, and healthcare-specific compliance requirements.
Develop tailored developmental plans to elevate performance through detailed data analysis.
Implement performance management strategies including coaching, training, and corrective measures that foster a culture of continuous improvement and patient-centered service excellence
System
Oversee administrative tasks including vacation approvals, equipment logistics, compensation tracking, adherence monitoring, and regulatory compliance
Manage IT support requests promptly to minimize operational disruptions
Supervise interval adherence on schedule compliance, floor monitoring, and call supervision
Maintain effective communication with the WFM team to ensure smooth floor operations and interval monitoring
Process
Continuously seek opportunities to optimize healthcare operational processes and improve efficiency.
Identify root causes of operational challenges and proactively propose practical improvements to enhance patient service reliability.
Engagement
Provide clear guidance, mentorship, and feedback to representatives to cultivate a motivated, knowledgeable, and engaged team.
Regularly communicate with management regarding team progress, challenges, and successes.
Maintain necessary certifications and pursue ongoing professional development to stay current with healthcare industry’s best practices.
Collect and organize relevant data and documentation to support management reporting and operational follow-up.