DXC Technology Call Center Supervisor in Conway, Arkansas

Job Description:

DXC Technology (NYSE: DXC) is the world’s leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public-sector clients across 70 countries. The company’s technology independence, global talent and extensive partner alliance combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally.

Develops and implements general insurance and health policies in accordance with state and federal laws. Provides expertise to investigate and adjudicate claim characteristics that do not match policy provisions. Responds to provider appeals and meets with providers to resolve problems/issues. Provides directions for utilization review. Approves any remedial or recoupment actions associated with escalated claims. Advises provider review councils, state officials and works with organized healthcare groups and associations on various medical issues related to insurance and healthcare programs.

Responsibilities:

  • Oversee a team whose primary function is to address billing issues from Arkansas Medicaid Providers.

  • Supervise a team of traveling representatives and specialized research analysts, including directing daily work activities/priorities, time tracking, people recruitment and development, cost management and workforce planning. Provides general supervision and guidance within one functional area.

  • Act as a resource to staff related to benefit and salary administration. Assists with hiring tasks. Manage FPR process for HP employees. Manage team and individual performance. Monitors team members’ progress on goals.

  • Ensure services are provided on standard, specialized or complex systems. Ensure processes and procedures, are documented and reviewed/updated on a regular basis.

  • Resolve-monitor routine customer escalations as appropriate. Solves routine issues within established guidelines. Escalates issues for which there is not a document procedure or precedent set.

  • Reviews production reporting as required to support processes. Lead team toward operational excellence by monitoring key metrics, ensuring team goals and contractual commitments are met. Monitors Service Level Agreements. Produce goals to include process improvements.

  • Provides production data to upper management as appropriate. Good people management ability and handles all people care related activities. Creates a working environment that is conducive to individual growth, high performance, is challenging and rewarding

Education and Experience :

  • 3 to 5 years of Call Center Supervisor/Team Lead experience

  • Healthcare industry experience

Knowledge and Skills :

  • People management capability, including administrative tasks.

  • General knowledge of corporate organization and policies.

  • Intermediate skills in project management, communications, analysis and presentation.

  • Ability to develop, measure and present individual and team goals.

  • Basic knowledge of business, technical and functional area.

  • Solid communication skills.

  • Ability to assign and monitor tasks.

  • Ability to proactively and effectively manage risk.

  • Subject Matter Expertise in claims processing.

  • Ability to apply analytical skills.

  • Ability to resolve complex business issues.

DXC Technology is EEO F/M/Protected Veteran/ Individual with Disabilities