Supervisor Service Operations - Customer Service

Blue Cross of Idaho•Bozeman, MT

3d•Onsite

About The Position

Our Customer Service team is the key to what we "do" at Blue Cross of Idaho! Supervisors in our award-winning Customer Service call center lead by example and experience, ensuring Customer Advocates provide accurate and timely response to inquiries from members, providers and others in the contact center in compliance with corporate performance guidelines. Supervises operations, and develops procedures in support of operational effectiveness, customer service goals and objectives. The important work you'll do leading our Customer Advocates supports initiatives to increase provider and member satisfaction, is responsible for analysis of key performance metrics to identify areas in need of training and growth opportunity, as well as identifies potential workflow improvements. This leadership position requires an onsite presence at our Meridian Idaho campus, and will support all lines of business including Government Programs/Medicare Advantage.

Requirements

5/+ years' relevant experience; call center, claims processing, insurance billing or medical office experience is preferred
Organizational & time management
Leadership, coaching, mentoring, and training
Interpersonal, verbal and written communication, to include business writing
Computer skills, such as Microsoft Office Suite, software applications, and intranet/internet navigation
Problem solving
Manage multiple priorities and handle diverse activities
Manage and lead through change; work effectively with all types of people

Nice To Haves

2/+ years’ as a CA at Blue Cross of Idaho
Bachelor’s degree in Business or other relevant field of study
Medical or health insurance experience
Supervisory and/or work experience within a contact center
Knowledge of benefit structures, contract language and interdepartmental procedures

Responsibilities

Establish department objectives that support Organizational goals.
Produce regular status reports, and assist in preparing budget, forecasting department needs, and help control expenditures to assure adherence to approved budgets.
Ensure effective workflows and schedule adherence, maximize system efficiencies, monitor quality performance measures and confirm appropriate completion of work assignments.
Inspire change and process improvement as appropriate.
Effective communication, promoting teamwork, and fostering discussion within and across all departments is critical.
Coordinate inter-department activities and work with the team to resolve work-related issues and concerns.
Report significant problems, events, and workload fluctuations to your manager.
Develop and maintain departmental policies and procedures.
Participate in skills and compliance training, coaching and motivation of employees including career path development.
Assess individual employee performance and conduct timely performance appraisals.
Initiate personnel actions such as hiring, disciplinary, termination and/or salary recommendations.
Provides day-to-day oversight.
Participates in process improvement initiatives and implements outcomes.
Assists in the development of departmental policies, procedures, service standards and workflows.
May partner with leaders in designing, maintaining and producing management reports to meet the company’s needs.
Provides input and support for changes to applicable systems and processes.
Ensures effective workflows, maximizes system efficiencies, monitors quality performance measures and confirms appropriate completion of work assignments.
Provides guidance, counseling, coaching, and continuing education opportunities to staff.
Selects, develops, mentors and assesses performance of staff.
May participate in goal setting process for the unit and/or department.
May participate in internal/external audits.
Perform other duties and responsibilities as assigned.