Member & Provider Service Supervisor — Flexible Shifts

TalentHop; United States; On-site; USD 58,000 - 84,000; Full time

Job description

The organization operates within the healthcare sector, focusing on managed care. It addresses challenges related to providing accurate information and quality service to members and providers in the healthcare system. The program aims to improve member and provider satisfaction through effective service operations and quality strategies.

About the Opportunity:

The MEMBER AND PROVIDER SERVICE SUPERVISOR is responsible for overseeing the delivery of customer service to members and providers, ensuring issues are resolved and accurate information is provided. This role supervises service center staff, manages resources to meet operational goals, and collaborates with management to uphold service standards and continuous improvement. The position plays a key role in identifying and resolving service barriers and supports staff training and development.

Responsibilities:

• Implement department policies, procedures and standards
• Supervise telephonic and office operations to meet productivity and quality goals
• Participate in developing policies for service delivery and satisfaction
• Analyze call volumes and adjust staffing accordingly
• Ensure monthly compliance with corporate standards
• Maintain and improve interdepartmental processes
• Monitor staff compliance with workflows
• Ensure staff have necessary technology and training
• Collaborate with trainers to enhance customer service
• Share resources with management team to meet requirements
• Conduct quality feedback sessions with staff
• Handle client and customer calls as needed
• Monitor call trends to identify service issues
• Assist in budget planning
• Contribute to member and provider materials development
• Work flexible shifts as required
• Maintain current knowledge of policies, benefits, and systems
• Lead project activities and represent department on initiatives
• Perform other management team tasks as needed

Requirements:

• Bachelor’s degree or equivalent combination of education and experience preferred
• Minimum three years call center experience preferred
• Minimum three years healthcare or managed care experience preferred
• Minimum three years supervisory experience preferred
• Strong critical thinking and analytical skills
• Problem-solving abilities with understanding of cause and effect
• Effective oral and written communication skills
• Collaborative approach and process improvement skills
• Proficient in Microsoft Office
• Ability to plan, organize, and manage projects
• Detail-oriented with strong proofreading and editing skills

Pay Range and Compensation Package:

• $57,500 to $83,500 based on minimum job qualifications

Equal Opportunity Statement:

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.