Subject Matter Expert (SME) customer advocate role supporting staff, clients, members, providers. This is a leadership support position providing assistance with all aspects of our programs, policies, and procedures. Responsibilities include handling escalated incoming/outgoing calls and acting as a resource for staff inquiries. Overall expectations are to support the team to provide outstanding service and strive to resolve callers’ needs on the first call. Performance expectations are to meet and exceed customers’ expectations and our quality standards. Additional responsibilities include supporting team members, processes and/or projects.

• Serves as primary resource to team of customer care associates and supports services to ensure compliance with policies, procedures, and customer requirements.
• Conducts call evaluations and coaching, providing constructive feedback sessions per department standards.
• Serves as a subject matter expert (SME) and a member of the Customer Care Leadership Team, when involved in various projects, initiatives and/or meetings.
• Mentors new staff and coaches staff on improvement plans as well as motivates and encourages team member to excel.
• Supports a team environment that contributes to a high degree of employee satisfaction and engagement.
• Supports new hire activities (i.e. “nesting” efforts, participating in new hire training).
• Reviews and analyzes metrics (daily, weekly, monthly) for staff to ensure compliance, identify trends and implement action plans to address issues.
• Facilitates aspects of the complaints and grievance process.
• Supports planning and roll out efforts of new initiatives.
• Partners with customer care quality department to support service quality improvement programs and employee development, ensuring member and provider satisfaction.
• Assists in various projects (e.g., Participating or managing User Acceptance Testing (UAT) plans and various health plan initiatives, etc.).
• Gathers data, reporting and completes initial analysis and trending, as needed.
• Consults with the Manager and/or Director for complex business decisions.
• Supports planning and roll out efforts of new initiatives.
• Ability to identify, share, and implement best practices across this organization.
• Attends and presents data, addresses issues in customer-facing and team meetings, as needed.
• Oversees back-office staff to ensure workload is completed timely.
• Oversees team chats to answer questions, provide resources and ensure appropriate content.

The job duties listed above are representative and not intended to be all-inclusive of what may be expected of an employee assigned to this job. A leader may assign additional or other duties which would align with the intent of this job, without revision to the job description.

WORK EXPERIENCE - REQUIRED

Call Center, Customer Service, Healthcare

EDUCATION - REQUIRED

GED, High School

EDUCATION - PREFERRED

Associate, Bachelor’s

RESPONSIBILITIES

5+ years of call center/customer service experience; 2-3 years of Magellan call center experience; healthcare experience is required.
Must be flexible in scheduling and comfortable with change as customer service is an ever-changing environment.
Responsible for meeting personal call handling requirements and daily telephone standards as set forth by management.
Must agree to observing service for the purpose of training and quality control.
Expert with keyboard functions navigation between multiple computer applications.
Must be able to maneuver expertly through various computer platforms while verifying information on all calls.
Must possess an attitude of service excellence.
Displays sound people management skills.
Experience in departmental products and processes.

Subject Matter Expert (SME) customer advocate role supporting staff, clients, members, providers. This is a leadership support position providing assistance with all aspects of our programs, policies, and procedures. Responsibilities include handling escalated incoming/outgoing calls and acting as a resource for staff inquiries. Overall expectations are to support the team to provide outstanding service and strive to resolve callers’ needs on the first call. Performance expectations are to meet and exceed customers’ expectations and our quality standards. Additional responsibilities include supporting team members, processes and/or projects.

• Serves as primary resource to team of customer care associates and supports services to ensure compliance with policies, procedures, and customer requirements.
• Conducts call evaluations and coaching, providing constructive feedback sessions per department standards.
• Serves as a subject matter expert (SME) and a member of the Customer Care Leadership Team, when involved in various projects, initiatives and/or meetings.
• Mentors new staff and coaches staff on improvement plans as well as motivates and encourages team member to excel.
• Supports a team environment that contributes to a high degree of employee satisfaction and engagement.
• Supports new hire activities (i.e. “nesting” efforts, participating in new hire training).
• Reviews and analyzes metrics (daily, weekly, monthly) for staff to ensure compliance, identify trends and implement action plans to address issues.
• Facilitates aspects of the complaints and grievance process.
• Supports planning and roll out efforts of new initiatives.
• Partners with customer care quality department to support service quality improvement programs and employee development, ensuring member and provider satisfaction.
• Assists in various projects (e.g., Participating or managing User Acceptance Testing (UAT) plans and various health plan initiatives, etc.).
• Gathers data, reporting and completes initial analysis and trending, as needed.
• Consults with the Manager and/or Director for complex business decisions.
• Supports planning and roll out efforts of new initiatives.
• Ability to identify, share, and implement best practices across this organization.
• Attends and presents data, addresses issues in customer-facing and team meetings, as needed.
• Oversees back-office staff to ensure workload is completed timely.
• Oversees team chats to answer questions, provide resources and ensure appropriate content