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Supervisor, Customer Service in Harrisburg, PA at KEPRO

Date Posted: 1/5/2018

Job Snapshot

Job Description



JOB TITLE:           Supervisor, Customer Service

REPORTS TO:      Project Manager

DEPARTMENT:  Operations

FLSA STATUS:     Exempt

Summary Description

Responsible for oversight of the Customer Service area and staff.  Monitors productivity and quality standards of department to meet contract deliverables and company business objectives while ensuring excellent customer service.


  • Hire, supervise, monitor and evaluate theperformance of the Customer Service staff, and prioritizes and assigns workload.
  • Ensures that Customer Service staffappropriately logs and retrieves information and monitors their work to ensurethat data entry is timely and accurate.
  • Ensures that turnaround times are met forCustomer Service inquiries, complaints, following standard operatingprocedures. Oversees staff communication with customers for accuracy ofresponse and courteous manner. 
  • Guides, directs, trains and assists staff toensure they are knowledgeable regarding methods, tools, and procedures within DMAS,KePRO and all regulatory guidelines. Provides support and direction to staff for difficult situations.
  • Keeps current on iEXchange, CarePlanner and DMASpolicies and procedures ensuring that staff is able to research, resolve andreport customer problems.
  • Function comfortably in a fast-paced,performance-based call center environment where every call is monitored,recorded, and assessed to see if you meet required performance levels.
  • Carry out several tasks at the sametime:
    • Take rapidly-arriving incoming telephone calls one immediately after another
    • Conduct yourself and answer customer inquiries in a courteous and professional manner
    • Search for and enter information on your computer, toggling among 4-6 open windows on the desktop, while you are on the phone.
    • Follow the processes and procedures thatthe call center defines for handling calls on every call.  These include
    • Answer incoming calls within 3 rings
    • Follow specific scripts your call centersupervisor provides for you
    • Provide callers with accurate andcomplete answers
  • Work the number of hours per daydetermined by the call center and the needs of the business
  • Must have acceptable attendance perCompany policy and guidelines
  • Maintain average 6 minutes per phonecall. 
  • Maintain daily “Not Ready Time” of 60minutes or less.

The list of accountabilities is not intended to beall-inclusive and may be expanded to include other duties that management maydeem necessary from time to time


College Degree, preferably in a healthcarerelated field, or High School diploma and equivalent related experience

Knowledge, Skills,Abilities

Knowledge of:

    • Medical terminology
    • Health insurance industry—Medicaid aplus
    • Appropriate computer software applicationsand call center tracking programs.

Ability to:

  • Work as a leader as well as a teammember
  • Multi-task, prioritize and providedirection for workflow sharing among staff
  • Handle difficult situations in a calmmanner.
  • Follow confidentiality policies andprocedures
  • Capable of building and maintainingrelationships with internal and external customers


  • Organizational skills
  • Leadership skills
  • Time Management skills
  • Customer service skills
  • Good written and verbal communication skills
Bilingual Spanish-English a plus 


3 years of customer service/telephone experiencein a similar call center environment and/or industry, with at least onesupervisory experience preferred.  Priorwork experience or working knowledge of iExchange and/or CarePlanner highlydesirable. Data Entry and Word Processing background.

SMenMental and PhysicalRequirements        

The physical demands described here are representative ofthose that must be met by an employee to successfully perform the essentialfunctions of this job.  Reasonableaccommodations will be made as required by law in an attempt to enable anindividual with a disability to perform the essential functions of this job.While performing the duties of this job, the employee is regularly required tosit for prolonged periods of time; key and/or control objects; interactextensively with internal and external customers; occasionally lift and/or moveobjects weighing up to 10 pounds; and occasionally travel within the state.

Equal Opportunity Employer


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