Supervisor, Health Plan Concierge

Lumeris•St. Louis, MO

4d•Onsite

About The Position

At Lumeris, we believe that our greatest achievements are made possible by the talent and commitment of our team members. That's why we are actively seeking talented and collaborative individuals who are passionate about making a difference in the healthcare industry. Join us today as we strive to create a system of care that every doctor wants for their own family and become part of a community that values its people and empowers you to make an impact. This position is responsible for the direct supervision and coordination of the Health Plan Concierge team. The Supervisor will oversee the day-to-day activities of outbound Customer Service team members to ensure operational efficiency and excellence. This role focuses on guiding the team's daily tasks, monitoring performance, and ensuring the team meets its goals for proactive member outreach and retention efforts. This person must be skilled in all team processes, provide clear and professional communication, and be passionate about fostering a positive team environment that delivers a BEST IN CLASS Customer Service experience. To ensure hands-on leadership at local member events, residence in the St. Louis area is required for this role.

Requirements

A Bachelor’s degree or commensurate experience with the demonstrated ability to perform the responsibilities outlined in the Job Description.
4+ years of relevant experience in a customer service or healthcare environment.
1+ year of leadership experience (e.g., as a team lead, supervisor, or mentor).
Current residence in the St. Louis area, or willingness to relocate to the area.
Strong interpersonal, coaching, and communication skills (both written and verbal).
Excellent organizational and time-management skills with the ability to manage multiple priorities in a fast-paced environment.
Proficiency in Microsoft Office programs and the ability to quickly learn new systems.

Nice To Haves

Prior health care experience and knowledge of Federal & State Healthcare regulations or CMS guidelines are preferred.

Responsibilities

Directly supervise the day-to-day activities and workflow of the Health Plan Concierge team, ensuring adherence to schedules and established procedures.
Serve as the primary point of contact for team members' questions, providing guidance and support to resolve daily operational challenges.
Conduct ongoing performance management, including regular 1:1 check-ins, coaching, and mentoring to support team member growth.
Monitor and manage team attendance, including the review and approval of timesheets.
Track and report on individual and team-level metrics to the Senior Manager, Customer Service, highlighting progress towards campaign goals and identifying areas for improvement.
Provide team members with the necessary tools, scripts, and training to perform their roles effectively.
Ensure all member interactions are handled accurately, professionally, and in compliance with CMS standards.
Collaborate with the Quality Monitoring team to review team performance and implement feedback to improve service quality.
Assist in the coordination of special projects and support other departments as needed to enhance the overall member experience.
Motivate and energize the team by fostering a collaborative, positive, and professional work environment.
Attends and supports in-person member events as needed to drive growth, strengthen retention, and enhance the member experience.