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Manager, Call Center in Nashville, TN at KEPRO

Date Posted: 2/13/2018

Job Snapshot

Job Description

KEPRO is a rapidly growingnational quality improvement and care management organization. We work toensure that over 1 billion people receive the right care, at the right time, inthe right setting.  KEPRO is seeking resumes for a highly experienced professionalto be located in Nashville, TN

 Manager, Call Center - Healthcare 

Responsible for oversight of the Customer Servicearea and staff.  Monitors productivityand quality standards of department to meet contract deliverables and companybusiness objectives while ensuring excellent customer service.

  • Hire, supervise, monitor and evaluate the performance of the Intake/CustomerService staff, and prioritizes and assigns workload.
  • Ensures that Customer Service staff appropriately logs and retrievesinformation and monitors their work to ensure that data entry is timely andaccurate.
  • Ensures that turnaround times are met for Customer Service inquiries,complaints, following standard operating procedures. Oversees staffcommunication with customers for accuracy of response and courteous manner.
  • Guides, directs, trains and assists staff to ensure they areknowledgeable regarding methods, tools, and procedures within Contract and allregulatory guidelines.  Provides supportand direction to staff for difficult situations.
  • Ensures that call volume standards and established service level performancestandards are met or exceeded. 


  • Minimum Associates degree required
  • Fouryears’ experience in a call center environment preferably within a healthcareor insurance environment.
  • Minimumone (1) year experience in a supervisory role.
  • Must be proficient in call centertechnologies/customer service management systems.
  • Ability to identify and resolves problems in atimely manner, gather and analyze information skillfully; work well in groupproblem solving situations and maintain a calm demeanor in difficultsituations.
  • Adept at dealing with contract and providerrelationships. Customer service focused: Able to respond promptly to customer needs; solicit customer feedback toimprove service; respond to requests for service and assistance; and meetcommitments.
  • Speaks clearly and persuasively in positive ornegative situations; listens and obtains clarification.  Contributes to building a positive team spirit.
  • Knowledgeof MS Office