About Us A pioneer in the caregiving space, Careforth supports family caregivers across the United States to confidently care for their loved ones at home. Through a combination of in-person home visits, remote coaching …
Skills: Call center supervision, Leadership, Coaching, Mentoring, Customer service
NBCUniversal
Coordinator, Human Resources
Miami, Florida, United States · Hybrid
Entry level
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Trade Payables and Receivables Operations Specialist Lead
Miami, Florida, United States · Hybrid
Senior
Overview The Trade Payables and Receivables Operations Specialist Lead is responsible for the servicing and operational execution of Trade Payables, Supply Chain Finance, Receivables Finance, and related Working Capital …
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Full-time
Flexible schedules, Remote-first culture, Wellness program
Posted 20h ago
Apply by Aug 14
~40 hrs/week
Remote in United States
Responsibilities
The Supervisor will lead and mentor a team of Contact Center Representatives to manage referrals, ensure eligibility, and meet service level agreements. They will also monitor performance metrics and collaborate with stakeholders to maintain positive working relationships.
Requirements
Candidates must have at least 3 years of experience in a call center supervisory role and proficiency with CRM software like Salesforce. A working knowledge of Medicaid requirements and strong leadership skills are essential for this position.
Full job description
About Us
A pioneer in the caregiving space, Careforth supports family caregivers across the United States to confidently care for their loved ones at home. Through a combination of in-person home visits, remote coaching and our proprietary digital collaboration app, we provide caregivers with support, guidance, confidence, and connection to resources they need. The Caregivers and families we support stay with Careforth for many years, building lasting relationships along the way. Join us today and live our values: lead with heart, cultivate trust, go beyond.
Position Summary
The Supervisor, Contact Center will report to the Manager, Contact Center and will supervise and support a team within the Contact Center, a centralized operational department responsible for managing telephonic and virtual referrals for all Careforth programs. This individual will supervise a team responsible for the initial and ongoing enrollment of care recipients and caregivers into Careforth Programs. This broad function includes customer service, eligibility verification, credentialing, information and referral services, data integrity, and other support services.
What You Will Do
Supervise a team of Contact Center Representatives to ensure eligibility of leads and referrals through review and documentation of demographic, clinical, and financial criteria
Coach, mentor, and develop staff to ensure departmental goals are met
Ensure adequate staffing and coverage is available to meet service level agreements; provide backup support as needed
Ensure contact center metrics are being met using phone system and Salesforce reporting tools
Provide callers with Careforth program information specific to their state of residence in accordance with state regulations and company policies
Serve as subject matter expert on referral requirements and process
Work proactively with the Careforth case management teams and applicable stakeholders regarding all referrals to maintain ongoing, positive working relationships
Collaborate with department leaders and manager to ensure that training materials and processes are effective and up to date; identify additional training needs or gaps as needed
Monitor, analyze, and report on key performance indicators (KPIs) within the Contact Center
Perform other duties as assigned
What You Will Bring
3+ years of experience as a call center supervisor or similar supervisory position
5+ years of experience with human services or healthcare for elderly and disabled clients preferred
Excellent problem solving, leadership, organizational, communication, and customer service skills
Tech savvy with knowledge of phone systems (e.g. inContact, Five9, etc.) and CRMs (e.g. Salesforce)
Ability to lead, coach, train, and mentor others and evaluate their performance
Working knowledge of Medicaid and related program/regulatory requirements
Ability to remain calm and courteous under pressure and navigate challenging situations
Proficiency with Microsoft Office and ability to learn new technology
Sales or consultative selling experience preferred
You'll Benefit From
At Careforth your well-being matters. With flexible schedules, a remote-first culture, and a nationally recognized wellness program, our benefits are designed to help you thrive, both professionally and personally. Discover how we invest in you: https://careforth.com/careers/#benefits
The pay range for this position is $51,740- $64,594 The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications, and geographic location.
#LI-Remote – Excluding CA and NY
Join Our Award Winning Team
Founded in Boston, Careforth's caregiver programs and services improve health outcomes, keeping care at home longer. Additionally, our programs provide financial benefit to caregivers and cost savings to state agencies and health plans. At Careforth, we understand the challenges of caregiving and are committed to supporting family caregivers at every turn.
Caregivers play a critical role in the future of healthcare—and so can you.
DISCLAIMER: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
Careforth supports families with diverse backgrounds and as an equal opportunity employer, we seek employees who reflect the diverse population we serve. Careforth complies with all applicable laws concerning hiring and employment practices and is firmly committed to fostering and maintaining a workplace free from discrimination. We pledge to hire, train, and promote our employees without regard to race, religion, gender, gender identity, genetic information, age, national origin, sexual orientation, disability, veteran status, or any other category protected by applicable law.
Careforth strives to create experiences that are accessible and welcoming to everyone, including making www.careforth.com and the careers site accessible to any and all users. If you would like to contact us regarding the company’s diversity, equity and inclusion initiatives, inquire about a specific accessibility need or the accessibility of our website, or if you need assistance completing an application process, please contact People & Culture at 866-797-2333.
Providing expert care teams, emotional support and financial assistance for families caring for loved ones at home.
Industry
Hospitals and Health Care
Company size
501-1,000 employees
Headquarters
Boston, MA
LinkedIn followers
14,425
Careforth empowers thousands of family caregivers across America to confidently care for their loved ones at home. Everyday our team of trained nurses and care coaches engage in real conversations with caregivers, personally and via our proprietary digital collaboration app, to provide emotional support, personal guidance, and connections to community resources. Headquartered in Boston, Careforth’s caregiver programs and services improve health outcomes, provide cost savings for those receiving care, and increase engagement and satisfaction for health plans and providers. Through it all, Careforth supports family caregivers at every turn. Learn more at careforth.com.
Offices: 120 St. James Avenue, Boston, MA 02116, US
mHealthInformation TechnologyHealth CareElder CareHome ServicesHome Health Care
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