Health Care Call Center Supervisor – DST Systems

Job details

Job Type
Full-time

Full Job Description

Company Overview

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world’s largest institutions to local firms, manage and account for their investments using SS&C’s products and services.

Role Overview

The Supervisor of Health Solutions Call Center is responsible for the day-to-day supervision and guidance of associates engaged in answering Pharmacy and Health phone calls. Calls can vary but include questions about benefit’s, general plan calls or calls from Pharmacies to assist with getting claims to pay. Candidate preferred to understanding of healthcare operations and the organization’s structure regarding information gathering or issue resolution. The Supervisor will accept, record, process, and troubleshoot requests from clients and staff of the most complex in nature. They may be responsible for special projects. Supervisors monitor staff quality and ensure operational standards, policies, and procedures are followed. Supervisor will also be responsible for providing input to the hiring and disciplinary processes as well as for administering performance appraisals for staff associates.

Role is being offered at a 4×10 shift for Monday, Thursday, Friday and Saturday from 9:00 am to 8:00 pm. SS&C Health Solutions Call Center is a 24/7 operation and is open over 360 days a year. Candidate will be expected to be on call for questions from staff for escalated issues or to report any absences due to direct reports working shifts that cover 24 hours a day.

Responsibilities

• Oversee a team of Call Center Representatives as they provide world class customer service to customers by answering questions, resolving issues and assisting with medical health transactions
• Monitor the quality of the work as your team provides medical facilities, insurance providers and members with routine information regarding effective dates of coverage, claims history, deductible and coinsurance amounts, and general benefit information
• Address claims related issues, concerns and escalations from insurance providers and/or members.
• Review, prepare and process medical claims, including potential grievance, appeals and coverage determination.
• Research complex issues for customer, supporting their requests, making outbound calls to provide customers with updates or to gain additional information
• Perform special project assignments from time to time, such as research work and obtaining special authorizations
• Cross train in different areas to expand knowledge base and develop new skills

Qualifications

• High School degree and at least 4 years of work-related experience
• At least 4 year of customer service or call center experience.
• 2 years of Supervisory experience in a call center preferred
• Post-secondary education or 3 or more years of customer service or call center experience in a health care related environment is strongly preferred. You will receive strong preference if you have experience working with Medicare, Medicaid, Affordable Act, Commercial, and/or Small/Large Group Health Insurance benefits management.
• Must possess leadership attributes, with a real passion for excellence in service and attention to detail.
• Intermediate computer proficiency, including keyboarding skills and the ability to navigate through multiple computer systems.

Location:

Kansas City Missouri

SS&C is an equal opportunity employer and values a diverse and inclusive workplace. All qualified candidates will receive consideration for employment without regard to age, race, color, religion, genetic information, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. For more information about Equal Opportunity in the Workplace please click here and here . SS&C is committed to working with and providing reasonable accommodation to job applicants with disabilities. If you are a qualified individual with a disability and need an accommodation or accessibility assistance to complete the online application, please contact us at PeopleCenter@dstsystems.com for assistance.