Supervisor, Customer Service Call Center

Medica • Minnetonka, MN

8d • Hybrid

About The Position

Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for. We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration — because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm and every member feels valued. The Customer Service Call Center is a fast-paced environment that contains multiple call centers that are the first point of contact for members/enrollees, prospective members, employers, brokers, providers, and payers. Quality service is a key competitive strategy for Medica, and the Supervisor plays a critical role in the quality of the service provided to customers and plays a key role with staff development and overall morale. The supervisor is responsible for the performance of their team and subsequently the overall customer service department. Supervisors are also responsible for managing projects and maintaining positive relationships with internal and external customers as well as working closely in partnership with Medica’s many vendors to resolve member issues quickly and accurately. The Supervisor is responsible for analyzing data, completing root cause analysis, and successfully planning and executing strategic plans to address identified issues. The incumbent maintains strong, consistent relationships across the organization.

Requirements

• Associate’s degree or equivalent combination of education and relevant work experience
• 3+ years of experience within a professional customer service or call center environment
• Flexibility with work schedule is required (call center hours vary and include the need to rotate later shifts and weekend hours)
• Exceptional judgment and decision making
• Excellent time management, organizational, analysis and summarization skills
• Ability to prioritize daily assignments
• Highly organized with ability to handle multiple tasks simultaneously to meet deadlines
• Strong attention to detail
• Strong verbal and written communication skills
• Demonstrate ability to perform highly advanced research skills in problem identification and resolution
• Ability to lead cross functional teams
• This position is an Office role, which requires an employee to work onsite, on average, 3 days per week. We are open to candidates located near one of the following office locations: Minnetonka MN, Madison WI.

Nice To Haves

• 1 ½ + years of leadership experience, including experience in a position responsible for structured coaching and mentoring responsibilities; experience managing direct reports is helpful however not required

Responsibilities

• Select, develop, motivate, train, and retain a competent staff to ensure appropriate staffing resources; perform annual staff performance reviews and regular meetings with individuals
• Evaluate operations needs and work level requirements, and executes and implements new procedures and updates as directed by Manager/Director
• Continually assess customer service levels for performance and monitor customer feedback
• Ensure that all Customer Operations staff are courteous, professional and attuned to internal and external customer needs, and that staff is taking the appropriate steps when an issue requires escalation for resolution
• Appropriately delegate work tasks to ensure performance measures are met
• Establish and adhere to statistical performance reporting criteria, monitor standards, and enforce policies and procedures to ensure all team members meet or exceed expected service and performance levels
• Partner with workforce management to schedule work assignments, monitor daily activity and assist with account maintenance.
• Compile performance reports, monitor and record measures in performance log
• Review and analyze daily, weekly, and monthly reports to help track processes, implement procedure and department changes to increase productivity and monitor staff in achieving department standards
• Stay abreast of related regulatory, compliance and departmental updates to meet departmental metric requirements
• Performs other duties as assigned

Benefits

• Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree