Health Valet Operations Supervisor

Coupe Health•Eagan, MN

1d•$68,900 - $113,700•Remote

About The Position

Healthcare today is complicated and confusing. Coupe Health changes that. Coupe delivers a different healthcare experience – one that is streamlined and simplified, saving our members time and money. At Coupe, we are passionate about transforming healthcare. Come join our team. This position is for the 11:30 am - 8:00 pm CST shift. The Impact You Will Have The Health Valet Operations Supervisor is responsible for meeting and/or exceeding employee and customer expectations by providing quality service through effective leadership and management for those responsible for claims adjudication, customer service/consumer experience via the Contact Center, data entry and documentation preparation via the Incoming Service Center and enrollment via Membership Operations. This position is also responsible for maintaining an engaged and productive staff by coaching, motivating, providing support, direction and developing employees to maximize their full potential. This position will have up to 18-25 direct reports.

Requirements

3+ years of related professional experience.
All relevant experience including work, education, transferable skills, and military experience will be considered.
Modeling the way by setting positive examples of behavior and attitude for program level activities.
Proven time management skills.
Excellent customer service and support skills.
Strong interpersonal skills and experience building relationships.
Ability to organize and plan work assignments and successfully implement procedures.
Able to work well under pressure; exhibit professional demeanor.
Strong written, oral and listening communication skills to include presentation skills.
Experience with providing and receiving coaching and feedback.
Able to encourage, motivate and provide recognition.
Must have proficiency with various software applications, programs including email messaging applications, Microsoft Word and Excel.
Strong analytical and problem-solving skills with the ability to make independent decisions
Work hours are based on business need.
High school diploma (or equivalency) and legal authorization to work in the U.S.

Nice To Haves

Bachelor's Degree.
Possess the ability to drive and lead a positive change.
Ability to motivate and excel with in a team environment, while promoting and recognizing individual accountabilities.
Demonstrates the ability to provide work direction as well as collaborating with others to ensure success within the claims division.
Staff, team lead or project lead experience

Responsibilities

Supervises the department including interviewing and hiring employees following required guidelines and ensuring employees receive the proper training.
Conducts performance evaluation, and is responsible for managing employees, including skill and career development, policy administration, coaching on performance management and behavior, employee relations and cost control.
Supervises the allocation of resources, including staff and technology to ensure goals of the respective Operations department are met; partners with various departments within the company as well as external customers to develop and maintain a positive working relationship.
Promotes teamwork to effectively achieve customer satisfaction, department specific performance goals and metrics.
Evaluates and standardizes procedures to improve a working relationship with employees to ensure a positive working environment; represent the division in various work groups.
Prepares composite reports and identifies trends and communicates recommendations through analysis of data; ensures compliance with all applicable regulatory, legislative or contract specific requirements.
Analyzes customer complaints and/or audit results to determine workflow changes and/or training issues within the unit.
Effectively interact with team members that have diverse backgrounds and temperaments while demonstrating a genuine interest in team members, maintaining open lines of communication with team members and being an advocate for team members.
Coaches team members on their performance on a regular basis; write, delivers bi-annual performance appraisal reviews; communicates positive as well as negative/constructive feedback adapting coaching styles depending on the situation and the audience providing feedback that is specific, constructive and encouraging all team members in incremental performance improvement.
Consistently monitors team to proactively identify potential problems and with guidance ensures appropriate parties are engaged through to resolution.
Develops relationships within the supporting business units to help resolve issues related to team members (e.g., Human Resources, Workforce Management, Quality, etc).
Through coaching, ensures employee metrics are achieved; able to take end-to-end ownership of employee issues that require liaison with others; use and promote company recognition programs and understand the direct correlation between recognition and retention; meet or exceed deadlines for reporting.
Demonstrates skills at analyzing trends and assist in creating action plans that determine a solution.
Demonstrates teamwork by supporting and assisting other supervisors as necessary.
Demonstrates the BCBSMN culture through both behavior and attitude.
Effectively use business standard orally and written communication skills on a daily basis.
Partners with sales staff and external clients to develop and maintain a dynamic business relationship for new and renewing accounts.