Your Future Evolves Here
Evolent partners with health plans and providers to achieve better outcomes for people with most complex and costly health conditions. Working across specialties and primary care, we seek to connect the pieces of fragmented health care system and ensure people get the same level of care and compassion we would want for our loved ones.
Evolent employees enjoy work/life balance, the flexibility to suit their work to their lives, and autonomy they need to get things done. We believe that people do their best work when they're supported to live their best lives, and when they feel welcome to bring their whole selves to work. That's one reason why diversity and inclusion are core to our business.
Join Evolent for the mission. Stay for the culture.
What You’ll Be Doing:
Job Summary:
The Contact Center Supervisor plays a pivotal role in leading our contact center team, ensuring the effective and efficient management of operations related to prior authorization services for healthcare companies. This role is essential in upholding Evolent Health’s commitment to excellence in service delivery, optimizing processes, and supporting our mission to enhance the quality of care while reducing costs. The ideal candidate will bring strong leadership skills, a background in contact center management, and a passion for improving healthcare outcomes.
Key Responsibilities:
Team Leadership and Management:
Supervise, mentor, and develop a team of contact center representatives.
Conduct regular performance evaluations, provide constructive feedback, and address performance issues to maintain a motivated and high-performing team.
Oversee training and development programs to ensure staff are equipped with the knowledge and skills needed to excel in their roles.
Operational Oversight:
Monitor daily contact center operations to ensure adherence to service levels and quality standards, in line with Evolent Health’s commitment to operational excellence.
Implement and manage processes that enhance efficiency and effectiveness in handling prior authorization requests.
Analyze call metrics and other performance indicators to identify trends, areas for improvement, and implement necessary corrective actions.
Customer Service Excellence:
Ensure that representatives provide exceptional service to providers, members, and clients.
Manage escalated issues and complex cases, providing timely and effective resolutions to maintain high client satisfaction.
Process Improvement:
Collaborate with other departments to identify and implement improvements in the prior authorization process, contributing to our mission of delivering better care and reducing costs.
Develop and enforce procedures that enhance the accuracy and speed of the authorization process, driving continuous improvement in line with Evolent Health’s strategic goals.
Reporting and Analysis:
Prepare and present regular reports on team performance, service metrics, and operational issues to senior management, providing insights that support our mission of operational excellence.
Utilize data and feedback to drive initiatives that optimize contact center performance and align with Evolent Health’s objectives.
Qualifications:
Education and Experience:
Associate degree or higher in Business Administration, Healthcare Management, or related field preferred
Minimum of 3-5 years of experience in a contact center environment, with at least 2 years in a supervisory role.
Experience in healthcare, insurance, or prior authorization services is highly desirable.
Skills and Competencies:
Strong leadership and team management skills.
Excellent communication and interpersonal abilities.
Proficient in contact center software and CRM systems.
Strong analytical and problem-solving skills.
Ability to handle high-pressure situations and maintain a positive attitude.
Other Requirements:
Ability to work flexible hours if needed to meet operational demands.
Commitment to maintaining confidentiality and…