Job Details

Intake Supervisor

GridWorks IC, Downtown Portland

Job - Other

Close Date: 03/28/2018

About GridWorks
GridWorks IC is a white label operator of high quality non-emergency medical transportation (NEMT) services for Medicaid managed care health plans. IC stands for Integration Contractor and our mission is to integrate community-based systems to achieve a better NEMT experience for end-users. We collaborate with community partners to integrate and support existing systems to deliver the highest quality services possible.

About the Job
The Intake Supervisor role ensures our members receive high-quality support during their initial encounters with GridWorks IC. Based in our downtown Portland, OR offices, this person directly reports to the CEO. Leading a team of Intake Agents, you will build, monitor and support the Intake team’s infrastructure and codes of conduct. Our Intake team’s mission is to ensure amazing customer experiences on the frontline; therefore, your will ensure we are developing the processes and procedures to deliver on this cause. Beyond this, you will provide meaningful feedback to our greater team to ensure we build the best NEMT experience in Portland. The Intake Supervisor is a critical team player who will be working in a fast-paced, ever-changing environment with a passionate team and must deliver daily.

Ensure effective and positive resolutions for all intake calls.
Provide meaningful guidance and support to a team of Intake Associates.
Serve as an escalated point of contact for complex member intake calls.
Work closely and effectively between both the Intake team and larger GridWorks IC team to design, develop and implement best practices.
Work closely with the HR Talent Manager to build a team of outstanding Intake Agents.
Prioritize conflicting needs in an organized, expedited and proactive manner.
Provide feedback on programs and processes directly related to the position.

Bachelor’s degree required
At least two years in an operations role in a high-volume call center environment or similar environment
Experience managing both people and processes in a high-growth environment
Outstanding written and verbal communication skills
Strong organizational skills that reflect your ability to perform and prioritize multiple tasks seamlessly
Demonstrated experience using standard office software (such as Microsoft Office and Google Apps for Business) and web-based technologies (such as Box, Google Drive, etc.)
Qualifying criminal background

Preferred Experience
Experience with technical CRM tools, such as Hubspot or Salesforce
Experience with RingCentral ideal

New office with completely customizable workspace in downtown Portland
Health and vision insurance plans with company contribution
Simple IRA savings plan with up to 3% company match
Transit pass
"10% Time" - time carved out each month for employees to pursue an activity of choice related to Gridworks IC's mission
Continuing education and accreditation opportunities

GridWorks IC is an Equal Opportunity Employer. No person is unlawfully excluded from consideration for employment because of race, color, religious creed, national origin, ancestry, sex, age, veteran status, marital status or physical challenges.

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