Policy Holder Services - Supervisor, PHS

Wellcove/CHCS-Services • Pensacola, FL

9d

About The Position

The Policy Holder Services Supervisor oversees the timely and accurate processing of policy administrative changes and responds to staff and client or policyholder inquiries about policy administration. The role manages day-to-day department operations, supports and guides staff, and oversees hiring, training, and performance evaluations.

The position also focuses on insurance operations, service quality, risk management, policyholder needs, and process improvement. It reviews operational performance and data, manages quality-control exceptions and reporting, and works with client companies to ensure policyholder communications represent the company well. The role helps maintain appropriate budget allocations and ensures adherence to company policies, state regulations, compliance requirements, and audit requirements.

Requirements

• Excellent supervisory skills.
• Excellent verbal and written communication skills.
• Ability to manage and resolve complex policyholder and client escalations.
• Proven ability to maintain high levels of customer satisfaction.
• Understanding of policy administration workflows and service level agreements (SLAs).
• Understanding of insurance policy and plan terminology.
• Excellent interpersonal skills and ability to build relationships with clients, policyholders, and staff.
• Knowledge of insurance regulations, compliance requirements, and industry best practices.
• Ability to ensure adherence to company policies, state regulations, and audit requirements.
• Strong analytical and process-improvement skills.
• Ability to analyze operational metrics and performance data.
• Strong problem-solving and critical-thinking abilities.
• Ability to manage multiple priorities and projects simultaneously.
• Proficiency with policy administration systems, CRM platforms, and Microsoft Office applications.
• High school diploma or equivalent required.
• Five years of related experience required.

Nice To Haves

• Bachelor’s degree preferred.
• Advanced Excel and reporting capabilities.
• Experience with workflow automation and case management systems.

Responsibilities

• Oversee day-to-day operations of the assigned department.
• Hire and train staff involved in policy administration processing.
• Conduct timely and constructive performance evaluations.
• Provide support and guidance to staff and other direct reports.
• Manage overall operations in an insurance setting and implement policies that support cohesive company operations.
• Review company performance to identify opportunities to improve employee and department efficiency.
• Connect with client companies to ensure employee communications with policyholders represent the company positively.
• Identify and minimize threats as part of ongoing risk management.
• Manage collected data and create user-friendly reports to help executives assess company progress, regression, and output fluctuations.
• Review insurance policies to confirm that policyholder needs are addressed.
• Manage quality-control exceptions to identify trends and improvement opportunities.
• Control company finances to maintain correct budget allocation across departments.
• Manage and resolve complex policyholder and client escalations.
• Analyze operational metrics and performance data, using KPIs, dashboards, and reporting tools to support decisions.
• Identify workflow inefficiencies and implement operational improvements.
• Lead organizational change and implement operational initiatives.
• Ensure adherence to company policies, state regulations, compliance requirements, and audit requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED