UPMC Community HealthChoices has an exciting opportunity for a Service Coordinator Associate, Supervisor position in the Service Coordination department.  This is a full time position working daylight hours and will be a remote position. 

The successful individual will oversee a team of telephonic Service Coordination Associates (SCAs) that support Service coordination services for the Community HealthChoices Program. This position will also be responsible for the performance of the SCA duties. Manage daily operations of team members and coordinate activities of Service Coordinators in the community. Manage daily supervision and development of SCAs, daily escalated issues and calls, develop and provide training to team members, assess the operational patterns of calls into the Hub and make recommendations to improve performance. The role of the Supervisor of Service Coordination Associates must understand the causes of customer concern and can communicate these findings to Service Coordination Management as well as various internal and external parties. As well as other duties as assigned by SC Management. The individual will effectively monitor calls queues/volumes, using knowledge and understanding of call trends and other information generated by numerous sources to identify opportunities to improve call center performance. Furthermore, articulate these opportunities to internal and external audiences, implement the solutions, and track/monitor progress. These functions must be completed while also weighing the practical considerations and potential barriers that need to be overcome to successfully implement new programs and processes. Take a leadership role in the enhancement and implementation of processes, documentation and workflows for the Service Coordination Associate. Facilitate and manage the attainment of quality, production and turnaround time goals within the parameters set forth by Health Plan policy and procedure and any state, federal, or accreditation agencies.

Responsibilities:

• Responsible for the day to day service coordination functions through the management of the staff and activity which includes evaluation, monitoring and approval of service plans.
• Supervise and monitor ongoing performance of team members against department standards.
• Prepare employee performance reviews.
• Meet with team members at least on a monthly basis to provide ongoing feedback and training.
• Implement action plans to meet quality and production expectations. This includes: Performance Management, Corrective Action, Performance Reviews, Identifying/Issuing Verbal Warnings, Supporting Career Pathing and One-on-ones.
• Support recruitment process through phone screens, scheduling and preparing, and conducting interviews.
• Participate in interviewing, hiring and training of team members.
• Maintain and assist with employee timecard and Kronos oversight, FMLA, vacation time.
• Create and maintain a positive working environment for all staff members, including daily encouragement, motivation, recognition and positive feedback.
• Work cooperatively with internal departments in the identification of process improvements and development of department efficiencies.
• Evaluate team performance reports from production systems in the moment and weekly/monthly, review with leadership and team members and drive performance improvement. Identify root cause of potential or existing problems.
• Assist in the resolution of difficult inquiries; provide expert certification of the CHC Services, benefits interpretation, and system support.
• Maintain employee ensured confidentiality. Support other regions as requested during periods of backlog. Act as a mentor for other team leads and staff in other regions.
• Identify trends in call data for clinical services team and assess patterns and make recommendations to improve operational performance.
• Monitor contacts/inventory throughout the day and adjust the resources.
• Participate in appropriate departmental and organization committees, development and implementation of LTSS policies, goals and objectives., ICTs and Program development.
• Responsible for the operational functions of the LTSS Team primarily focused on the service coordination model, SCAs and service coordinators in the community.
• Manage escalated issues, including working with the customer, identifying the root cause, and implementing a plan for prevention of future issues. Prepares, conducts and/or supports the delivery of Team Meetings and Staff Training to provide information to team members in a timely manner.
• Interface with Health Plan members, providers, account representatives and consumers via telephone, written correspondence and/or in person to answer inquires, resolve concerns and ensure 100% customer satisfaction.
• Participate/Assist with testing enhancements and upgrades to the HealthPlaNET system and associated interfaces such as Canopy and MC400.
• Manage special projects.
• Meet deadlines and turnaround times set by managers and department director. Schedule based on business needs which could include weekends, evenings, and holidays.
• Performs in accordance with system-wide competencies/behaviors.
• Performs other duties as assigned.