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Post Training Support Supervisor in Boston, MA at Maximus, Inc.

Date Posted: 4/5/2018

Job Snapshot

Job Description

The Post Training Support Supervisor is responsible for the direct supervision of 20-25 newly trained customer service representatives (CSR’s) and two team leads. The Post-Training Support Supervisor’s primary function is to support and coach CSRs to deliver accurate information, assist with problem resolution, create and present post training support learning materials, and meet the needs of members and providers. The Post-Training Support Supervisor plays an integral role in the development and preparation of newly trained CSRs, and is responsible for participating in the recommendation, formulation, and implementation of short- and long-term service strategies to improve service and productivity. The Post-Training Support Supervisor must also be able to adapt to different learning styles and tailor his/her answers and coaching style to the unique needs of each trainee.

Responsibilities
  • Coach: 

    • Actively coach, silently observe, and monitor trainee customer representative calls and provide real-time positive and constructive feedback.
    • Coach staff during the problem-solving process (i.e., do not simply provide answers but work with CSR’s to help them help themselves).
    • Motivate staff to understand and accept change in a positive manner.
    • Support the training of new staff as they come onto the call center floor from the classroom phase of training.

    Decision Making and Problem Solving:

    • Address employee relations issues consistently, fairly, and in a timely manner.
    • Display maturity, professionalism, and diplomacy when dealing with sensitive employee and customer issues

    Leadership:

    • Supervise, coach, mentor, and recognize direct report staff (CSRs and team leads).
    • Conduct, lead, and facilitate post training support learning sessions
    • Participate regularly in supervisor meeting sand proactively bring issues for discussion to the group.
    • Evaluate call coaching results (i.e., silently monitored calls, side by side sessions, and scored monitored calls) as a means to identify and improve individual and team performance.

    Passion for service:

    • Inspire and motivate CSR’s to deliver excellent service to members and providers through example.
    • Respond to customer calls as escalated by CSRs and team leads.
    • Recommend and participate in the development of short- and long-term service improvement strategies.
    • Recommend and implement operational changes or enhancements to improve productivity and efficiency.

    Teamwork:

    • Regularly solicit staff input and feedback and encourage participation of all staff.
    • Foster a work environment that is responsive and sensitive to the needs of a diverse staff and customer base.
    • Promote positive business relationships with staff in other functional areas, particularly Transportation, Premium Billing, Human Resources, and IS.
    • Volunteer to participate in initiatives that contributes to team and call center success and employee engagement.

    Time Management:

    • Effectively prioritize tasks and ensure deadlines are met.
    • Stay abreast of all performance issues and document all employee performance conversations and corrective actions in a timely manner, complete bonus forms on schedule, and write all focal reviews on time.

    Technical/Functional Knowledge:

    • Maintain expert knowledge of all MAXIMUS and MassHealth systems including MassServe, Knowledge Center, CCMS, Engage Quality, MMIS, MA21, HIX, MAP, and myWorkSpace.
    • Maintain expert knowledge of MassHealth policies and procedures, including state and federal mandates (including the Affordable Care Act) as well as eligibility, managed care enrollment, and other program knowledge necessary to support and supervise staff.
    • Provide first level technical support to CSRs and team leads.
    • Maintain a working knowledge of MAXIMUS and other employment-related policies such as FMLA and ADA.
The Ideal Candidate will Possess the Following Additional Education and Experience
  • High school diploma or GED required; Associates degree from an accredited college or university preferred.
  • Minimum of 6 months of lead/supervisor experience.
  • Computer literacy; ability to quickly learn new software programs.
  • Ability to coach, develop, and mentor team members.
  • Excellent organizational, interpersonal, written, and verbal communication skills.
  • Proficient at writing clear and concise correspondence, performance reviews, corrective actions, etc.
  • Ability to present in front of an audience of 25+ CSRs and team leads, as well as an audience of his/her peers.
  • Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
  • Ability to successfully execute many complex tasks simultaneously.
  • Ability to work as a team member, as well as independently.
  • Responsible for adhering to established safety standards.
  • Must be able to remain in a stationary position for an extended period of time.
  • Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds.
  • Work is constantly performed in an office environment.
  • One year of lead/supervisor experience; health or social services field preferred.
  • Knowledge of Medicaid managed care and the Children's Health Insurance Program (CHIP), as well as knowledge of New York health care, social service, and geographic and demographic environments preferred.
EEO Statement EEO Statement
Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you

A committed and diverse workforce is our most important resource.

MAXIMUS is an Affirmative Action/Equal Opportunity Employer.

MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

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