Supervisor, Member Services - Public Plans

Point32Health•Canton, MA

2d•$63,969 - $95,954

About The Position

Under the general direction of the Manager, Member Services, the Supervisor of member Services is responsible for the direct supervision of the Member Services colleagues (Advocates, Sr. Advocates and Team Leaders). The Supervisor is responsible for maintaining up-to-date knowledge of Point32Health products and communicating changes to staff; providing accurate and thorough interpretation of Point32Health benefits, claims processes, eligibility and enrollment policies to members, staff and other internal customers. The Supervisor actively coaches, trains and monitors Member Services Advocates. The role is responsible for making recommendations and developing action plans to improve workflows, enhance the customer experience and also provide leadership and guidance to all team members. The Supervisor monitors team productivity, reports on issues, identifies opportunities for improvement, and satisfies corporate and customer service goals and objectives. The Supervisor may represent Member Services staff and their respective customers in related departmental or corporate initiatives.

Requirements

Associate degree or equivalent work experience
3-5 years of customer service experience.
The following skills help ensure a call center supervisor can effectively manage their team and maintain high standards of customer service.
To excel as a call center supervisor, several key skills are essential:
Leadership: Ability to inspire and motivate the team, providing clear direction and support.
Communication: Strong verbal and written communication skills to effectively interact with team members and customers.
Problem-Solving: Aptitude for identifying issues and implementing effective solutions quickly.
Analytical Skills: Ability to analyze performance data and make informed decisions based on insights.
Customer Service: Deep understanding of customer service principles and practices to ensure high satisfaction levels.
Time Management: Efficiently managing time and prioritizing tasks to meet deadlines and goals.
Technical Proficiency: Familiarity with contact center software and tools, and the ability to troubleshoot technical issues.
Conflict Resolution: Skills to handle escalated customer complaints and resolve conflicts within the team.
Adaptability: Flexibility to adapt to changing situations and new challenges.
Coaching and Mentoring: Ability to train, develop, and provide constructive feedback to team members.
Must be able to work under normal office conditions and work from home as required.
Work may require simultaneous use of a telephone/headset and PC/keyboard and sitting for extended durations.
May be required to work additional hours beyond standard work schedule.
for providing an accurate and thorough interpretation of Point32Health benefits, eligibility, claim processing and enrollment policies to members

Nice To Haves

Bachelor’s degree or equivalent work experience preferred.
Previous supervisory experieince.
Customer service experience in health care, call center or corporate office.
Knowledge of medical terminology.
Prior experience training and working in a virtual/remote setting.

Responsibilities

Team Management: Oversee daily operations of the service center team.
Schedule shifts and manage attendance.
Provide training and development for team members.
Performance Monitoring: Track and analyze key performance indicators (KPIs).
Conduct regular performance reviews of team members and provide feedback.
Implement strategies to improve team performance.
Customer Service: Ensure high levels of customer satisfaction.
Work to ensure calls and issues are being resolved on first contact Handle escalated customer issues and complaints.
Develop and implement customer service policies and procedures.
Reporting and Analysis: Prepare and present reports on team performance and customer feedback.
Analyze data to identify trends and areas for improvement.
Use insights to make informed decisions and recommendations.
Communication: Facilitate effective communication within the team and with other departments.
Conduct team meetings and briefings.
Ensure team members are informed about updates and changes.
Quality Assurance: Monitor and evaluate calls for quality assurance purposes.
Provide coaching and support to ensure adherence to quality standards.
Develop and implement quality improvement initiatives.
Technology and Tools: Ensure the team is proficient with contacts center software and tools.
Troubleshoot technical issues and coordinate with IT support.
Stay updated on new technologies and recommend upgrades.
Compliance: Ensure compliance with company policies and industry regulations.
Conduct regular audits and assessments.
Address any compliance issues promptly.
Ensure all interactions are HIPAA compliant and adhere to state and federal regulations.
Continuous Improvement: Represent the voice of the customer by contributing to continuous improvement initiatives and providing feedback on member interactions and suggesting process enhancements.
Other duties or projects as assigned by your manager

Benefits

Medical, dental and vision coverage
Retirement plans
Paid time off
Employer-paid life and disability insurance with additional buy-up coverage options
Tuition program
Well-being benefits
Full suite of benefits to support career development, individual & family health, and financial health

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