Supervisor Issue Resolution

Blue Cross and Blue Shield Association•Philadelphia, PA

27d•Hybrid

About The Position

Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve. Job Summary: A successful candidate in this role will exhibit proficiency in taking initiative, attention to detail, communication (verbal and written communication), process orientation, team work and accountability. A unique blend of technical skill and business process savvy is required to be successful at this position, along with excellent analytical skills. This candidate must lead by example and be a change agent.

Requirements

Performance and Results driven
Must have ability to manage organize, plan and provide leadership to staff
Ability to develop and motivate staff to facilitate professional growth.
Must possess tact, diplomacy, and professionalism to effectively handle and deescalate all internal and external issues
Excellent knowledge or ability to develop such knowledge of Claims, Enrollment, Self-funded billing, benefits, and Customer within the Healthcare industry.
Proven ability to interface with internal/external customers and management at various levels.
Ability to think critically and resolve inquiries.
Excellent initiative taking and thinking out of the box abilities
Proficient with Microsoft Excel, Access, Word, PowerPoint and Outlook.
Excellent listening, written and verbal communication skills.
Ability to multi task and prioritize activities.
Ability and willingness to work in fast-paced, dynamic and challenging environment
Ability to effectively and efficiently meet and/or exceed time sensitive deliverables
Excellent attention to detail, analytical skill and ability to execute assignments with minimal guidance
Exceptional interpersonal, professional relationship building abilities, to include influencing others and negotiation
Must be able to prioritize work in an environment that changes frequently.
Demonstrated excellent time management skills
Associate Degree in a Business-related field or equivalent work experience preferred.
Minimum of 5 years working within the Healthcare industry.
Minimum of 2-3 years of prior Supervisory Call Center related experience.
Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.

Nice To Haves

Proficiency in Microsoft Visio is a plus
Project management skills is a plus

Responsibilities

Responsible for timely and effective handling of all inquiries from partners and clients within the framework of the established performance guarantee for each partner and client.
Ensures that all partner and client (including management) incoming inquiries are answered promptly, thoroughly, professionally and accurately
Be an effective resource for team members, clarifying questions, supporting and enforcing departmental policies and procedures
Builds and maintains strong positive relationships with internal and external customers and partners.
Work closely and serves as primary liaison with all internal departments (e.g. Claims, Billing, etc.…)
Monitors aging of inquiries to ensure that department KPIs are met and/or exceeded
Ensures quality of responses are maintained and provides constructive feedback to staff to drive positive results
Partners with Team Lead on coaching and developing team as well as working with established teams to drive business and look for areas of improvement
Attendance management experience; Manage attendance policy at team and center level to meet performance
Provides work leadership, assistance and training to all those supervised
Partners with management team on recruitment, interviewing and recommendation of new team members
May perform other duties as required by management
Ability to work from home, which includes wi-fi capability and a quiet, confidential workspace.
Schedule flexibility between hours of 8am-8pm and ability to work overtime as needed