Contact Center Supervisor

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🔥 1 minute ago

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

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Wellcove

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1989

🛡️ Insurance

🏥 Healthcare

☁️ SaaS

Insurance • Healthcare • SaaS

Wellcove is a third‑party administrator (TPA) focused on the senior market and long‑term care (LTC) benefits. Its cloud‑native LTC Now platform and AssuriCare services provide automated claim administration, eligibility determination, auto‑adjudication, payment processing, digital care management, provider matching, risk evaluation/analytics, and business process outsourcing for carriers, state retirement plans, and reinsurers. The company emphasizes automation, payment integrity, and tailored administrative solutions for long‑term care and Medicare supplement administration.

📋 Description

• Provides daily directions and communication to employees so that the customer service calls are answered in a timely, efficient and knowledgeable manner. • Provide continual evaluation of processes and procedures. • Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. • Provide statistical and performance feedback and coaching on a regular basis to each team member. • Write and administer performance reviews for skill improvement. • Provide support for employees by providing appropriate coaching, counseling, direction and resolution. • Ensure employees have appropriate training and other resources to perform their job. • Respond to and resolve employee relations issues expressed by team members. • Create and maintain high quality work environment so team members are motivated to perform at their highest level. • Address disciplinary and/or performance problems according to company policy. • Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required. • Assist manager with daily operation of call center to include development, analysis and implementation of staffing and training. • Work as a member/leader of special or on-going projects that are important to area/process improvement. • Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively. • Establish work procedures and processes that support company and departmental standards, procedures and strategic directives. • Communicate with upper management regarding department or employee concerns. • Complying with company regulations regarding HIPAA, confidentiality, and private health information.

🎯 Requirements

• One year certificate from college or technical school; or one year to 18 months related experience and/or training; or equivalent combination of education and experience; BA preferred • 3-5 years customer service experience required; preferably within a healthcare setting • Excellent communication skills, both verbal and written are required.

🏖️ Benefits

• Health insurance • Paid time off