Supervisor, Call Center - Member Transportation - The Health Plan

Texas Children's Hospital

Houston, TX, USA

Full time

Jan 10

We are searching for a Supervisor of Member Services— someone who works well in a fast-paced call center setting. In this position, you will provide the day-to-day direction and oversight to the assigned contact center team. You will serve as a resource for all contact center staff on highly complex issues and problem resolution. Lastly, you will function as a subject matter expert and serve as a role model through providing high-quality customer service following organizational and departmental established regulations, policies, and procedures.


Think you’ve got what it takes?

Responsibilities :

 Job Duties & Responsibilities

  • Conduct daily and weekly analysis of reports to evaluate the department's performance and identify corrective action plans where required (stats, quality, staff churn/turnover, and attendance)
  • Manage team members’ performance to ensure delivery of defined key performance indicators (KPIs) in line with organizational policies and procedures and state regulations
  • Implement quality control procedures in conjunction with the Quality Team to ensure process adherence and delivery of quality service
  • Oversee the implementation of change initiatives while maintaining service levels and the highest levels of employee morale and productivity
  • Participate in the member services goal of delivering first-class customer service and acts as an escalation point for internal and external customer issues, where required
  • Monitor the timekeeping system to ensure adherence to punctuality and attendance expectations in strict accordance with organizational and departmental policies and procedures as measured by reports and other performance and productivity metrics


Being fully vaccinated against COVID-19 is required for all employees at Texas Children’s, unless approved for a medical or religious exemption


Skills & Requirements

  • High school diploma or GED
  • Minimum of 3 years’ experience in customer service including related hospital, clinic, medical office, business services/revenue cycle, front line registration, financial counseling, banking, and hotel customer service
  • An associate's or bachelor's degree may be substituted for the experience requirement

**Bilingual Prefered. Shift will include rotating Saturday and oncall schedule**

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Texas Children's Hospital

Our mission is to create a healthier future for children and women throughout our global community by leading in patient care, education and research.