Job Summary
Homeland has partnered with a leading provider of employee benefits, specializing in dental health coverage for millions across the U.S. Our client is seeking a Bilingual Customer Service Supervisor for the Customer Contact Center to join their team.
As the Bilingual Customer Service Supervisor for our Dental Medicaid Call Center, you will lead a team dedicated to delivering exceptional service to Medicaid dental clients. Your expertise in call center management and Medicaid regulations will drive operational excellence, ensuring that our client’s team meets performance goals while maintaining high-quality service. You will develop training programs, implement best practices, and foster a collaborative environment to enhance team performance. By using data-driven insights, you’ll support our mission of improving access to quality dental care for underserved communities.
The Bilingual Customer Service Supervisor plays a critical role in connecting Medicaid recipients with essential dental services. Our client assists its’ members in navigating their dental benefits, answering questions, and resolving concerns. Through collaboration with dental providers and a deep understanding of Medicaid policies, they help ensure seamless access to care for underserved populations, ultimately improving health outcomes and enhancing the overall customer experience.
Responsibilities
- Lead and manage a team of up to 20 Customer Service Representatives and one Team Lead
- Provide regular one-on-one and ad hoc coaching to focus on customer service excellence, including knowledge accuracy and soft skills
- Drive consistent growth and development of employees to ensure a best-in-class contact center providing "white glove" service to all callers and clients
- Ensure all service level agreements (SLAs) with clients are met consistently
- Leverage call center expertise to improve access to quality vision and dental care for Medicaid recipients, contributing to better health outcomes in the community
- Conduct monthly performance reviews, mentoring, and development of the team
- Promote a customer-centric approach to enhance member satisfaction
- Regularly monitor call flow and performance metrics to ensure goals are met
- Conduct quality assurance evaluations to assess call quality and policy compliance
- Address escalated customer inquiries and resolve them in a timely manner
- Analyze trends, identify operational improvement areas, and implement best practices
- Collaborate with other departments to ensure seamless service delivery and problem resolution
- Prepare performance reports and share metrics with management for review
- Knowledge of call center technologies, workflows, and industry best practices
- Experience with quality monitoring processes and setting performance metrics
- Ability to analyze performance data and generate actionable insights
- Conduct regular team meetings to review performance and share updates
- Supervise, mentor, and provide coaching to team members for continuous improvement
- Handle escalated customer inquiries and address issues effectively
- Ability to inspire and motivate teams while fostering accountability and excellence
- Strong verbal and written communication skills for team interaction and client communication
- Commitment to delivering outstanding service and ensuring client satisfaction
- Analytical skills to identify issues, determine root causes, and implement solutions
- Understanding of Medicaid policies, dental services, and compliance requirements
- Flexible and adaptive in a fast-paced environment, adjusting to changing priorities
- Build strong relationships, mentor, and support team growth
- Take initiative to lead and achieve goals
- Communicate clearly, both orally and in writing
- Focus on member needs, ensuring they feel valued and appreciated
- Detail-oriented with the ability to manage assignments with minimal oversight
- Be flexible, responsive, and able to handle new demands and changes
- Demonstrate critical thinking, problem-solving, and multitasking abilities
- Maintain integrity, responsibility, and confidentiality in all actions and decisions
- Foster collaboration, representing your interests while seeking workable solutions for all parties
Requirements
- Bachelor’s degree in business, healthcare management, or a related field or equivalent experience
- 3+ years of experience in call center management in healthcare, dental, or Medicaid services call center
- Fluent in Spanish or Haitian-Creole, and English for both verbal and written communication as shown in an assessment
- Proven ability to lead high performing teams in a metric driven, fast paced environment
- Ability to meet tight deadlines and prioritize work while maintaining a focus on supporting caller centric responsibilities
- Strong skills in Microsoft Excel, including the ability to create and analyze pivot tables, charts, and basic formulas for data reporting and analysis
- Familiarity with other Microsoft Office tools, such as Word and PowerPoint, for documentation and presentations
- Experience in and understanding of workforce management and telephony concepts and tools
- Experience in and understanding of dental services and Medicaid regulations is highly desirable
- Able to maintain confidentiality and adhere to HIPPAA requirements
- Excellent verbal and written communication skills with the ability to document and present information in an empathetic, clear, way Must be adaptable, flexible, and readily able to adjust to changing situations and with diverse Strong listening and interpersonal skills required
- Excellent verbal and written communication skills
- Must be highly organized, detail oriented and a self-starter with strong analytical skills and the ability to multi-task
- As this role is a remote role, you are required to maintain internet service that allows you to complete your essential job duties without issue Rates of 50 Mbps download and 10 Mbps upload while hardwired and not on a VPN are sufficient
Preferred Qualifications:
- In-depth knowledge of Medicaid policies and procedures, specifically related to dental care
- Familiarity with state and federal regulations governing dental services for Medicaid recipients
Benefits
Our client provides meaningful and challenging work that fosters innovation in a secure and compliant environment, alongside a competitive compensation package. Benefits include comprehensive medical, dental, vision, life, and disability coverage for employees and their dependents with no waiting period, a 401(k) plan with company match, tuition assistance, paid parental leave, and backup family care. Their collaborative workspaces encourage creativity and talent development, while flexible time off, dress code, and work location policies promote work-life balance. The company values inclusion and diversity through Employee Resource Groups and is dedicated to social responsibility, community outreach, educational partnerships, and sustainability efforts.
Summary
Apply today!
EEO Notice
Homeland LLC is an Equal Opportunity Employer. Homeland LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Homeland LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.
