Remote Member & Provider Service Supervisor

WellSense Health Plan; Boston (MA); Remote; USD 58,000 - 84,000; Full time

Benefits offered by this job

Full-time remote work

Competitive salaries

Excellent benefits

Job summary

WellSense Health Plan is seeking a Member and Provider Service Supervisor to lead a team delivering exceptional service to members and providers. The role focuses on policy development, process optimization, and ensuring adherence to state and corporate standards across multiple product lines.

The supervisor will guide staff, coordinate with partner departments, and drive continuous improvement while maintaining high service levels and timely issue resolution in a fast-paced environment.

Qualifications

• Bachelor's degree or equivalent combination of education, training and experience preferred.
• Three or more years of call center experience preferred.
• Three or more years of supervisory experience preferred.
• Three or more years of healthcare or managed care experience preferred.

Responsibilities

• Implements department policies, supervises telephonic and office operations to meet productivity targets and quality standards.
• Develops policies and procedures to ensure outstanding service delivery and satisfaction.
• Analyzes call volumes and optimizes staffing to meet inbound demands and performance goals.
• Ensures monthly compliance with corporate standards and state requirements.
• Maintains interdepartmental processes to support services across product lines.
• Monitors staff adherence to workflows and provides guidance as needed.
• Resolves policy questions and collaborates with partner supervisors to resolve.
• Ensures staff have tools and training for outstanding customer service.
• Collaborates with Trainer to identify training opportunities and deliver them effectively.
• Leads cross-functional projects and allocates resources appropriately.
• Represents department in cross-functional initiatives and performs other duties as needed.

Skills

Critical thinking

Analytical skills

Communication skills

Project management

MS Office

Education

Bachelor's degree or equivalent

Tools

FACETS

AVAYA

CCMS

Job description

WellSense Health Plan is seeking a Member and Provider Service Supervisor to lead a team delivering exceptional service to members and providers. The role focuses on policy development, process optimization, and ensuring adherence to state and corporate standards across multiple product lines.

The supervisor will guide staff, coordinate with partner departments, and drive continuous improvement while maintaining high service levels and timely issue resolution in a fast-paced environment.