Universal Agent Supervisor Location Remote in Fredericksburg, VA : Position Description Universal Agent Supervisor (UAS) Location: Remote FSLA Status: Non-exempt Reports to: Program Manager EEO Category: First/Mid-Level Managers JOB SUMMARY: Supervises, trains, coaches, and develops the Revelations Universal Agent team in support of the TriWest Customer Service Contact Center. This position ensures compliance with the Veteran Affair's Care in the Community Network (CCN) contract requirements, including TriWest policies, and procedures. Ensures accurate completion of VA-approved medical authorizations and appointment scheduling thorough documentation of all Veteran and provider encounters in the TriWest medical management system to include receipt of timely medical documentation from network providers. Directly interacts with a variety of internal and external customers daily. Works in a detailed, multi-tasked and fast-paced production environment. Reports to the Revelations Program Manager. EDUCATION & EXPERIENCE Required High School Diploma or G.E.D. 3+ years' experience in a customer service environment 2 years supervisory or leadership experience Preferred Supervisory experience in an inbound call center environment College education or equivalent Knowledge of medical terminology Managed Care experience KEY RESPONSIBILITIES Monitors Contact Center performance levels, identifies training needs, and develops action plans for staff development. Monitors telephone system's real-time reports to ensure department service levels and contract requirements are met. Reviews medical management data entries for clarity of documentation and appropriate handling of encounters and inquiries. Counsels individual employees on job performance issues. Develops and monitors progress on employee Performance Improvement Plans. Drafts performance evaluations for management review. Alerts management and consults with Human Capital on performance and behavior issues. Ensures internal standards, guidelines and procedures are in place to achieve/maintain high customer service and performance levels. Ensures Universal Inbound Agent team follows system protocols for data entry edits and corrections. Provides for adequate coverage of Contact Center using Workforce Management system to plan and adjust employee work schedules. Assists with the employee selection process, coordinates the training of new employees, and assists with Contact Center training initiatives. Conducts staff meetings and provides clear communication regarding any changes/issues affecting the Contact Center or team members. Assists Contact Center staff with customer contacts requiring supervisory intervention operational oversight and direction to staff. Performs other duties as assigned. Regular and reliable attendance is required. COMPETENCIES Technical Skills Knowledge of Contact Center information systems; Knowledge of the VA CCN program and benefits and the military healthcare system, Ability to achieve daily and monthly production standards
Team-Building / Team Player Influence the actions and opinions of others in a positive direction and build group commitment.
Problem Solving / Analysis Ability to solve problems through systematic analysis of processes with sound judgment; Has a realistic understanding of relevant issues.
Organizational Skills Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; Detail-oriented.
Multi-Tasking / Time Management Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.
Leadership Successfully manage different styles of employees; Provide clear direction and effective coaching.
Empathy / Customer Service Customer-focused behavior; Helping approach, including listening skills, patience, respect, and empathy for another's position.
Coping / Flexibility Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.
Computer Literacy Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications.
Communication / People Skills Ability to influence or persuade others under positive or negative circumstances; Adapt to different styles; Listen critically; Collaborate.
WORKING CONDITIONS Ability to cover any work schedule Works within a standard office environment, with minimal travel Extensive computer work with prolonged sitting and wearing of headset A VA-approved security clearance may be required ** This indicates the general nature and levels of work expected of the incumbents. It is not designed to cover or contain a comprehensive listing of activities, duties, responsibilities, or competencies required of an incumbent. Incumbents may be asked to perform other duties as required. **
