Onboarding Supervisor

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ExactCare

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2009

⚕️ Healthcare Insurance

💊 Pharmaceuticals

💰 Private Equity Round on 2016-03

Healthcare Insurance • Pharmaceuticals

ExactCare is a leading pharmacy care management provider that specializes in medication management for individuals with complex, chronic medical needs. With operations in all 50 states and Washington, D. C. , ExactCare supports more than 100,000 people nationwide, helping them manage their medications in assisted living, long-term care facilities, and at home. Partnering with healthcare organizations, ExactCare aims to improve clinical outcomes by ensuring better medication adherence, reducing readmissions, and lowering overall healthcare costs.

📋 Description

• Supervise the day to day operations of our Onboarding call center with accountability to key performance indicators such as service and quality • Collaborate and provide consultation within and across teams to ensure that quality standards are met and working with leadership to enforce Quality program guidelines regarding failure to meet quality standards • Ensure right amount of calibrations and audits are completed based on set standard for interaction type • Provide input and status updates regarding Quality processes and results on a regular basis • Effectively engage with and reassure members to deliver outstanding customer service, modeling successful behaviors, processes while providing coaching to team members • Demonstrate positive work environment and the ability to resolve issues • Showcases the capacity to effectively multi-task and delegate assignments based on department work load • Ability to prepare, monitor and follow up with workflows, scheduling and other activities • Demonstrates superior written and verbal skills to collaborate with internal partners • Execute continuous improvement initiatives • Ability to lead teams through a fast paced and evolving environment

🎯 Requirements

• Associate’s degree in a related field, or equivalent experience to justify an exception • 1+ years of experience managing leading, mentoring, and training teams of frontline employees and people leaders • Previous outbound/inbound call center or scheduling experience, including cold calling • Proven track record of leading teams in fast-paced entrepreneurial environment and agile to change and ambiguity • Must possess strong analytical skills • Excellent oral and written communication; able to present findings to different staff levels • Strong facilitation skills, including knowledge of program specific material to training and answer questions regarding products and procedures, as well as basic knowledge of adult learning needs and strategies • Experience monitoring calls for customer service quality i.e. quality concepts, terminology and objectives • Ability to provide targeted and actionable feedback; skilled in managing to metrics and objectives • Ability to self-manage time and prioritize multiple competing projects, while maintaining keen attention to detail • Solution-oriented; enterprising thinking

🏖️ Benefits

• medical/dental/vision • flexible spending • company-paid life insurance • short-term disability • voluntary benefits • 401(k) • Paid Time Off • paid holidays