Support Services Supervisor

Our Organization:

Welcome to Arkos Health! We are a value-based healthcare company providing solutions for payors and providers by combining unique technology with in-home, virtual, and in-clinical care for patients. Backed by a robust technology platform, innovative software, and a light human touch, Arkos Health is committed to delivering advanced and accessible community-based services allowing our clients to live healthier, more independent lives. How do we do this? Arkos serves health plans and provider organizations by managing their highest-risk and highest-cost populations. Our goal is to be the most valued partner to health plans, service providers, and the community we collectively serve.

How You'll Make a Difference:

Arkos Health is seeking a Support Services Supervisor. The Support Services Supervisor will be responsible for directly managing Member Service Agents that handle member interactions across all omnichannel operations. The Support Services Supervisor oversees daily tasks assigned to direct reports and is accountable for KPIs. The Support Services Supervisor proactively monitors individual and team performance by providing frequent, ongoing coaching, feedback, and remediation. The Support Services Supervisor assists with hiring, managing, coaching, and developing direct reports. The Support Services Supervisor reports directly to the Operations Manager.

Please note: Must reside and be fully authorized to work in the US.

**We are seeking remote applicants, preferably in Arizona, Texas, New Mexico, Nevada, or any state except California, Colorado, New Jersey, New York, and Washington.

Essential Duties and Responsibilities:

• Monitor direct reports’ interactions with members across omnichannel operations
• Build positive team culture among direct reports
• Perform quality assurance checks and real-time monitoring to ensure quality of calls and documentation adhere to Arkos Health standards
• Provide real-time coaching and constructive feedback to direct reports
• Set daily, mid-range, and long-term priorities for individuals and team to ensure task completion and performance goals are met
• Encourage team to meet/exceed established KPIs such as call volume, conversion rate, completion rate, etc.
• Assist with developing and managing work schedules and timecards.
• Ensure compliance to Arkos Health and HIPAA guidelines

Qualifications and Skills:

• High school diploma or GED required, some college or medical certification preferred
• Previous call center and/or customer service management experience preferred
• Knowledge of medical terminology and member care experience preferred
• Bilingual (Spanish-speaking) is preferred
• Weekend availability is not required, but is preferred
  
• Strong administrative and technical skills (i.e. Microsoft products, keyboarding, multitasking, systems aptitude, etc.)
• Strong interpersonal skills with emphasis on customer service and teambuilding
• Ability to manage multiple priorities and deadlines in a fast environment, with minimal supervision
• Ability to exercise judgment, maintain confidentiality, and act in a diplomatic manner

Benefits:

• Employer-paid Medical premiums at no cost to you
• Employer-paid Dental premiums at no cost to you
• Employer-paid Vision premiums at no cost to you
• Employer-paid Short-Term Disability premiums at no cost to you
• Employer-paid Life Insurance premiums at no cost to you
• Employer matching 401(k)
• 15 days annual combined sick/vacation and 9 days of holiday during your first year
• Your Birthday off!

Must complete our Culture Index Survey. Take the assessment at https://go.cultureindex.com/s/bg3VS0H2kF. This is not a pass/fail test and does not measure intelligence.

Arkos Health EEO Statement:

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Arkos Health is a drug-free workplace. All job applicants selected for employment are required to submit to a pre-employment drug test and background check.