Our customers (members and providers) are our highest priority. As part of one of SFHP's largest business areas, the Supervisor of Customer Service will be responsible for the daily operations of the Customer Service Department and will supervise a team of high-energy, customer-centric staff to ensure nothing short of exemplary customer service and the most accurate information is provided consistently to customers in accordance with established policies, procedures, and regulatory requirements.

This is a HYBRID position that may necessitate travel to the San Francisco office for staff meetings and development opportunities. Hiring priority will be given to candidates residing in the San Francisco Bay Area and California.

WHAT YOU WILL DO

• Plan, organize and direct daily operational work to ensure the highest level of efficiency and effectiveness.
• Provide assistance to the Customer Service (CS) team and help to resolve customer issues and escalated calls.
• Maintain training levels to the CS team to ensure the most accurate information is given to our customers.
• Supervise staff with an eye on fostering a team-oriented collaborative work environment.
• Manage call traffic to ensure call metrics are met.
• Monitor calls for quality and provide constructive feedback and coaching to the team.
• Work collaboratively with other departments on cross functional projects.

WHAT YOU WILL BRING

• A Bachelors degree or equivalent experience.
• Prior experience leading/supervising a team in a call center environment.
• Knowledge of Healthy Kids/Medi-Cal/Healthy Workers/Healthy San Francisco programs.
• Demonstrated ability managing customers using de-escalation techniques.
• Outstanding problem-solving capabilities.
• Ability to interpret and comply with state and federal policies, procedures, rules, and regulations.
• Superior verbal and written communication skills.
• Computer proficiency using Microsoft Office (Excel, Word, and Project, and Powerpoint).

WHAT WE OFFER\

A competitive and robust compensation package, including:

• Health benefits – several plan choices to cover you and your dependents medical, dental, vision needs
• Retirement – Employer-matched CalPERS Pension and 401(a) plans, 457 Plan
• Time off – 23 days of Paid Time Off (PTO) and 13 paid holidays
• An opportunity to work in a vibrant atmosphere with the most amazingly talented people who are shaping the future of healthcare!
• The chance to make a difference in the lives of many San Francisco residents!

ABOUT US

Established in 1994, San Francisco Health Plan (SFHP) is an award-winning, managed care health plan whose mission is to provide affordable health care coverage to the under-served low and moderate-income residents in San Francisco county. SFHP is chosen by eight out of every ten San Francisco Medi-Cal managed care enrollees and its 170,000+ members have access to a full spectrum of medical services including preventive care, specialty care, hospitalization, prescription drugs, and family planning services. SFHP was designed by and for the residents it serves, and takes great pride in its ability to accommodate a diverse population that includes young adults, seniors, and people with disabilities. SFHP also acts as a Third-Party Administrator to support the SF Department of Public Health for the Healthy San Francisco and the SF City Option Programs.

San Francisco Health Plan is proud to be an equal opportunity employer. We are committed to a work environment that supports and respects all individuals and in which our people processes are applied without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristics.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

San Francisco Health Plan is an E-Verify participating employer.