Service Operations Supervisor (Shift 11:30 am–8:00 pm or 12:30-9:00 pm EST)

LanguageLine Solutions

17h•Remote

About The Position

Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company. Join our award winning team! 2025: Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner 2024: Excellence in Customer Service Awards: Organization of the Year (Small) Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver) As part of Teleperformance in the US, we were also named #95 in the 2024 ‘Fortune 100 Best Companies to Work For®’ in the USA by Great Places to Work (GPTW®) Lead the Team. Elevate Performance. Protect the Member Experience. At Health Advocate, Operations is where service excellence becomes measurable impact. We’re seeking an Operations Supervisor who understands that high-performing service teams are built through structure, accountability, coaching, and operational discipline. This role oversees the daily workflow and performance of assigned Operations and Customer Service associates, ensuring calls, cases, and service interactions are handled in alignment with Health Advocate’s standards, policies, and member-first expectations. If you are energized by team leadership, performance management, and service quality — we want to meet you. Your Mission: What Success Looks Like Your primary accountability is to lead, coach, and optimize an assigned operations unit to ensure quality, efficiency, and service excellence. Success in this role includes consistently achieving: 🔹 Team Performance & Accountability Ensure assigned staff meet or exceed performance standards and role expectations Provide daily direction and workload management for service calls and case assignments Maintain balanced caseload distribution and staffing alignment Address performance gaps through structured coaching and development 🔹 Quality & Resolution Management Monitor calls and audit case files daily to ensure proper target resolution is identified Drive closure of cases at or near target resolution timeframes Manage backlog and quality metrics to maintain operational efficiency Escalate cases through appropriate channels in accordance with company policy 🔹 Leadership & Operational Oversight Coach, mentor, and evaluate team members Assist in selection, counseling, and discipline processes Provide oversight and direction for assigned cases Coordinate cross-functionally with internal departments and subject matter experts to resolve complex issues What You’ll Do: Your Roadmap to Impact Daily Operations Leadership Oversee the administrative functions of an assigned operations unit Provide organization, direction, and staffing for all assigned service calls and caseload assignments Ensure calls are answered in accordance with Health Advocate’s policies and procedures Monitor workflow to maintain productivity and service standards Coaching & Team Development Provide on-the-job training and guidance using knowledge of services and benefits Mentor associates to strengthen benefit consultation and case management skills Evaluate team performance and provide structured feedback Support career growth and development of assigned staff Quality Assurance & Case Oversight Routinely evaluate service calls and case management procedures Audit case files to ensure accuracy, compliance, and target resolution Recommend process improvements to the Operations Manager Escalate issues that may adversely impact service delivery Healthcare Benefits Consultation Provide healthcare benefit and claims consultation support to internal departments when appropriate Guide associates on complex benefit and claims-related cases Ensure team members effectively explain benefits, claims, and coverage concepts to members Team Interface & Customer Service Establish and maintain professional relationships with internal and external customers Collaborate with team members to meet goals and complete tasks Provide quality customer service that exceeds expectations Treat all internal and external stakeholders with dignity and respect Escalate situations outside scope of authority to appropriate leadership Who You Are: The Leader We’re Looking For You are confident, structured, and resilient. You understand that performance is driven through clarity, coaching, and accountability. You bring:

Requirements

Strong leadership skills with the ability to build effective teams
Experience in a call center or healthcare benefits environment (preferred)
Management or supervisory experience in healthcare benefits or claims processing (preferred)
Effective verbal and written communication skills
Strong problem-solving and issue resolution skills
The ability to explain complex benefit issues clearly to members
Assertiveness and resilience in fast-paced environments
Strong organizational and administrative skills
Comfort working in a team-based operational setting
Bachelor’s Degree or applicable work experience
Call center experience preferred
Management or supervisory experience in healthcare benefits or claims processing preferred
Basic knowledge of MS Word and Excel required
Basic computer skills
Ability to search and identify resources through the internet

Nice To Haves

COBRA
Medicare A, B, MediGap, Supplement plans, Medicare Advantage, Medicare Part D plans
High deductible health plans including HRAs and HSAs
Flexible Spending Accounts (FSA), including limited FSAs
Coordination of benefits (primary/secondary payer scenarios)
Summary Plan Documents (SPDs) and Certificates of Coverage (COCs)
Government programs and legislation including ACA, FMLA, Medicaid, CHIP
Group Health Plans (fully insured and self-insured)
Pharmacy benefits including injectable medications
Individual Health Plans and Marketplace/Exchange plans

Responsibilities

Ensure assigned staff meet or exceed performance standards and role expectations
Provide daily direction and workload management for service calls and case assignments
Maintain balanced caseload distribution and staffing alignment
Address performance gaps through structured coaching and development
Monitor calls and audit case files daily to ensure proper target resolution is identified
Drive closure of cases at or near target resolution timeframes
Manage backlog and quality metrics to maintain operational efficiency
Escalate cases through appropriate channels in accordance with company policy
Coach, mentor, and evaluate team members
Assist in selection, counseling, and discipline processes
Provide oversight and direction for assigned cases
Coordinate cross-functionally with internal departments and subject matter experts to resolve complex issues
Oversee the administrative functions of an assigned operations unit
Provide organization, direction, and staffing for all assigned service calls and caseload assignments
Ensure calls are answered in accordance with Health Advocate’s policies and procedures
Monitor workflow to maintain productivity and service standards
Provide on-the-job training and guidance using knowledge of services and benefits
Mentor associates to strengthen benefit consultation and case management skills
Evaluate team performance and provide structured feedback
Support career growth and development of assigned staff
Routinely evaluate service calls and case management procedures
Audit case files to ensure accuracy, compliance, and target resolution
Recommend process improvements to the Operations Manager
Escalate issues that may adversely impact service delivery
Provide healthcare benefit and claims consultation support to internal departments when appropriate
Guide associates on complex benefit and claims-related cases
Ensure team members effectively explain benefits, claims, and coverage concepts to members
Establish and maintain professional relationships with internal and external customers
Collaborate with team members to meet goals and complete tasks
Provide quality customer service that exceeds expectations
Treat all internal and external stakeholders with dignity and respect
Escalate situations outside scope of authority to appropriate leadership