Supervisor, Escalation Specialist

Job Description:

Job Summary

• The Escalation Specialist Supervisor will be responsible for the Escalation Specialist Department. The Escalation Specialist Supervisor must be available on a day-to-day basis, take higher level account issues, and educate their team members on new company policies and changes to existing policies. The Escalation Specialist Supervisor will monitor inventory and keep track of all metrics to ensure nothing gets behind.

Essential Functions and Tasks

• Research and review escalated accounts wherein a senior or supervisor unavailable
• Resolve all escalated accounts within 24 hours
• Review and work accounts placed on an internal hold within 72 hours
• Create and maintain standard quality audit processes and perform monthly, quarterly audits and reviews
• Monitor inventory, agent workloads, verify that tasks are being worked timely and accurately, address performance issues, conduct performance reviews, etc.
• Provide strategy and content for standardized training processes, assist corporate training in the creation of all training manuals, refresher trainings, etc.
• Conduct monthly team meetings and monthly one-on-one meetings with supervisors and seniors.
• Conduct team meetings with entire staff as needed
• Create and maintain departmental guideline procedure and follow up regarding policy and procedure changes and updates
• Delegate and schedule task assignments evenly throughout the department
• Monitor and track department’s time and attendance within specified systems and address issues

Education and Experience Requirements

• High School Diploma or Equivalent
• One (1) year of Ventra Health Call Center experience, preferred

Knowledge, Skills, and Abilities

• Strong working knowledge of department roles and responsibilities
• Knowledge of medical terminology, anatomy and physiology, legal aspects of health information
• Knowledge of EMRs (electronic medical records)
• Strong supervisory/management skills
• Strong word processing, spreadsheet, database, and presentation software skills
• Strong mathematical skills in addition, subtraction, multiplication and division of whole numbers and fractions; computing percentages, areas, and volumes; and working with decimals
• Advanced oral, written, and interpersonal communication skills
• Advanced time management skills
• Advanced organizational skills
• Strong critical thinking skills
• Ability to read, understand, and apply state/federal laws, regulations, and policies
• Ability to remain flexible and work within a collaborative and fast paced environment
• Ability to communicate with diverse personalities in a tactful, mature, and professional manner

Compensation

• Base Compensation will be based on various factors unique to each candidate including geographic location, skill set, experience, qualifications, and other job-related reasons.
• This position is also eligible for a discretionary incentive bonus in accordance with company policies.

Ventra Health

Equal Employment Opportunity (Applicable only in the US)
Ventra Health is an equal opportunity employer committed to fostering a culturally diverse organization. We strive for inclusiveness and a workplace where mutual respect is paramount. We encourage applications from a diverse pool of candidates, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, age, national origin, disability, sexual orientation, gender identity and expression, or veteran status. We will provide reasonable accommodations to qualified individuals with disabilities, as needed, to assist them in performing essential job functions.
Recruitment Agencies
Ventra Health does not accept unsolicited agency resumes. Ventra Health is not responsible for any fees related to unsolicited resumes.
Solicitation of Payment
Ventra Health does not solicit payment from our applicants and candidates for consideration or placement.

Attention Candidates
Please be aware that there have been reports of individuals falsely claiming to represent Ventra Health or one of our affiliated entities Ventra Health Private Limited and Ventra Health Global Services. These scammers may attempt to conduct fake interviews, solicit personal information, and, in some cases, have sent fraudulent offer letters. To protect yourself, verify any communication you receive by contacting us directly through our official channels. If you have any doubts, please contact us at Careers@VentraHealth.com to confirm the legitimacy of the offer and the person who contacted you.

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