Medicare Member Services Supervisor — Call Center Lead

WVU Medicine; Charleston (WV); On-site; USD 55,000 - 75,000; Full time

Job summary

PHH Peak Health Holdings seeks a Supervisor of Medicare Member Services to lead a Medicare Advantage call center team. You’ll oversee daily operations, coach staff, ensure CMS compliance, and coordinate with internal departments to resolve member issues and improve processes.

The role requires strong Medicare knowledge, regulatory awareness, and proven leadership in a regulated health plan environment. Weekend rotation and 40 hours weekly are typical, with a primary on-site work setting.

Qualifications

• High school diploma or equivalent with 3 years in call center environment and 4 years in Medicare/healthcare domain
• Associate’s degree with 2 years in call center and 3 years in Medicare/healthcare domain
• Bachelor’s degree in healthcare administration, business administration, management, or related field (preferred)

Responsibilities

• Supervise daily Medicare Member Services representatives to ensure accurate, timely service
• Monitor call center operations, service levels, and quality results
• Ensure CMS and Medicare compliance in all member interactions
• Oversee CRM records, documentation standards, and staff training needs
• Provide coaching, performance evaluations, and staff development
• Lead scheduling, staffing, and adherence to departmental goals
• Coordinate with internal departments to resolve member issues and improve processes

Skills

Medicare knowledge

Team leadership

Call center operations

Regulatory awareness

Education

High school diploma

Associate's degree

Bachelor's degree

Tools

CMS regulations

SharePoint

CRM systems

Job description

PHH Peak Health Holdings seeks a Supervisor of Medicare Member Services to lead a Medicare Advantage call center team. You’ll oversee daily operations, coach staff, ensure CMS compliance, and coordinate with internal departments to resolve member issues and improve processes.

The role requires strong Medicare knowledge, regulatory awareness, and proven leadership in a regulated health plan environment. Weekend rotation and 40 hours weekly are typical, with a primary on-site work setting.