Contact Center Coordinator & Data Quality Specialist

This position is Part-Time Benefited (60-74 hours biweekly) and qualifies to participate in all MCH insurance plans.

This position is the supervising Customer Service Representative (CSR) for the Cover Missouri, Missouri State Health Insurance Assistance Program (SHIP), and rural/unhoused call centers.

All other CSRs will directly report to the person in this position. This position is responsible for recruitment, hiring, evaluating, and disciplinary actions regarding all Contact Center CSRs.

The position involves some responsibility for developing Contact Center policies and procedures, budgets, and reports. It also involves working with IT and telephone/internet vendors, software vendors, and the Operations Manager to ensure effective operation of Contact Center functions in support of the various programs to which they relate.

This position requires performing and training others in standard CSR duties: accurately gathering callers’ information, referring them to appropriate community partners or assisting organizations, volunteers, and staff in a timely way. In addition, other administrative tasks related to the position. Missouri SHIP and Cover Missouri Contact Center functions are generally information-and referral-oriented. The rural unhoused/HOMES call center functions involve completing intake assessments for individuals experiencing a housing crisis via the Coordinated Entry/HMIS systems.

The Data Quality Specialist role examines complex data and turns it into insights to inform organizational and program-level decisions. She or he also monitors performance and quality-control plans to identify issues and opportunities to improve systems and database designs. This role requires collaborating with database developers to implement effective processes and communicating with colleagues and management to improve data quality.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Contact Center Coordinator

• Serve as point of contact for telephone extensions and helplines. Work directly with internet and phone provider(s) and CRM software providers to resolve any issues, as well as make updates as needed.
• Extract and analyze Contact Center data, such as call volume, length of calls, dropped calls, and CSR productivity over time. Pertinent data will be reported to the project funders.
• Manage data collection processes and quality control.
• Prepare project reports for grants and management.
• Act as an ambassador for the Contact Center to clients and partners we serve.
• Attend meetings and teleconferences when appropriate.
• Refrain from providing insurance counseling, except as directed and when licensed, and ensure that no CSRs engage in insurance counseling. Champion the Contact Center’s goal of supporting Cover Missouri in-person assisters around the state and SHIP volunteers.
• Ensure rural unhoused call center activities comply with all federal and Missouri Balance of State Continuum of Care (BoS CoC) guidelines and training standards. Manage rural housing coordinated entry assessment assignments to ensure at least three (3) individuals are experienced and capable of providing this service at any given time.
• Answer the Cover Missouri and SHIP helplines and gather appropriate caller information.
• Refer calls to appropriate community partners or assistance organizations, volunteers, and staff.
• Manage intake/referral process and appropriate update and management of database systems and configuration of contact center software.
• Direct preparation of mailings in response to telephone inquiries and publication requests.
• Direct or assist with other mailings.
• Perform and/or supervise other assigned administrative duties, i.e., data entry, unable-to-reach-you letters, and referral reminders.
• Participate in training and staff meetings, including leading staff meetings of call center representatives, including Executive Director and/or Operations Manager as appropriate.
• Complete timesheets according to the policy.
• Submit appropriate expense reports and support documentation in a timely manner and according to policy.
• Perform other duties as assigned.

Data Quality Specialist

• Proactively plan for and execute continuous improvement projects for the call centers’ functions, in coordination with the Executive Director, Assistant Director, Operations Manager, or other team leads as appropriate.
• Assist Executive Director with data-related projects upon request.
• Coordinate and streamline the annual SHIP volunteer recertification process with Regional Liaisons and Contact Center staff.
• Serve as SHIP team lead regarding process improvement and data quality improvement of the referral, volunteer, and community partner management CRM (SHIPtools) and related systems.
• Assist Executive Director with bi-annual CMS Unique ID attestation for SHIP and Part D Enrollment Outcomes project, if applicable.
• Assist with technical aspects of contact center operations and functionality.
• Assist with other process improvement needs as needed.
• Report routinely to designated supervisor. Notify supervisor if unable to perform duties and/or assignments promptly.
• Participate in staff meetings as needed.
• Adhere to all training, security, and confidentiality requirements, MCH Values, and organizational policies.

Supervisory Responsibilities

This position requires supervising and training all Contact Center CSRs, including temporary staff. Scheduling and staffing tasks should be coordinated with the Executive Director and/or Operations Manager.

Additionally, the Contact Center Coordinator will develop and maintain training and procedures documentation for the Contact Center, train staff, and develop/maintain quality-control standards for the project.

QUALIFICATIONS

The requirements listed below represent the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodation may be made to enable individuals with disabilities.

Education and/or Experience

· High school diploma or general education degree (GED).

· Two years' experience in a customer relations position.

· Knowledge of basic office principles and practices.

· Supervisory experience in a call center environment is strongly preferred.

· Experience with performance improvement processes and utilization management desired.

Language Skills

· Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

· Ability to write reports, business correspondence, and procedures manuals.

· Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

· Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

· Ability to understand numeric terms and concepts such as proportions, percentages, numerator, and denominator.

· Ability to compute rate, ratio, and percentage and to draw and interpret graphs.

Reasoning Ability

· Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

· Ability to define problems, collect data, establish facts, and draw valid conclusions.

· Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills

· To perform this job successfully, an individual should have knowledge at an intermediate to advanced level of database, spreadsheet, and word processing software.

· Intermediate computer and internet skills.

Certificates, Licenses, Registrations

· None required.

Other Skills and Abilities

· Excellent telephone etiquette skills, including crisis mitigation and de-escalation.

· Ability to function independently and as an effective team member.

· Excellent organizational and time management skills.

· Must be able to work with confidential information and maintain discretion.

· Must be able to recognize opportunities for improvement and use critical thinking to analyze and solve problems.

· Ability to speak fluent Spanish beneficial.

Other Qualifications

· Must be highly motivated to help people and their representatives.

· Must not have worked for an insurance company within the last year.

· Must be able to occasionally work extended hours, as needed, during open enrollment (October – mid-December).

PHYSICAL DEMANDS: The physical demands described here represent those that must be met to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities.

While performing the duties of this job, the employee is:

· CONTINUOUSLY required to sit, talk, and listen/hear.

· OCCASIONALLY required to type/keyboard, stand, and walk.

· OCCASIONALLY required to lift and/or move up to 20 pounds.

· RARELY required to lift and/or move up to 50 pounds.

WORK ENVIRONMENT: The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities.

The noise level in the work environment is usually moderate.

Pay: $24.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Ability to Commute:

• Columbia, MO 65203 (Required)

Work Location: In person