Sales and Service Operations Team Lead

PacificSource; Portland (OR); On-site; USD 60,000 - 80,000; Full time

Job summary

PacificSource is seeking a Supervisor who will lead and guide a team to ensure optimal operations and quality standards in our health insurance offerings. The ideal candidate will have a background in insurance field support with strong leadership skills and the ability to foster a collaborative work environment. Responsibilities include team supervision, process improvement, and training staff, while upholding our commitment to diversity and inclusion.

Qualifications

• Minimum of three years experience in an insurance field sales support or operational role.
• Experience working with all lines of group health insurance preferred.
• Prior demonstrated leadership is preferred.

Responsibilities

• Supervise and provide leadership to team members regarding company policies.
• Manage production and quality to meet company standards.
• Conduct monthly one-on-ones with staff to review performance.

Skills

Accountable leadership

Collaboration

Communication (written/verbal)

Critical Thinking

Decision Making

Organizational skills/Planning

Education

High school diploma or equivalent

Associate’s degree in business, accounting, or related field

Job description

Looking for a way to make an impact and help people?

Join PacificSource and help our members access quality, affordable care!

PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, sex, sexual orientation, gender identity, national origin, genetic information or age. PacificSource values the diversity of our community, including those we hire and serve. We are committed to creating and fostering a work environment in which individual differences and diversity are appreciated, respected and responded to in ways that fully develop and utilize each person’s talents and strengths.

Supervise and provide leadership and guidance to assigned team members regarding company policies, procedures, and workflow. Manage production and quality that meets or exceeds company standards. Responsible for hiring, training, coaching, counseling, and evaluating team member performance. Demonstrate effective leadership by coaching to improve individual performance, develop teamwork and team support. Manage change and encourage innovation, build collaborative relationships, encourage involvement and initiative, and develop increased vision and commitment to goals in others.

Essential Responsibilities:

• Identify processes and workflows needing updating and documentation via daily work as well as process improvement initiatives.
• Coordinate business activities by maintaining collaborative partnerships with key departments.
• Assist with hiring, staff development, coaching, performance reviews, corrective actions, and termination of employees.
• Actively participate in various strategic and internal committees in order to disseminate information within the organization and represent company philosophy.
• Participate in cross functional workgroups that support our ongoing success.
• Remain current on PacificSource procedures, policies and products.
• Provide supervision, coaching, training, evaluation and leadership to assigned staff.
• Evaluate performance of team members, ensuring production and quality meet department and company standards.
• Analyze results of performance reports to determine training needs related to individual performance and department goals.
• Conduct monthly one on ones with staff members, providing support and recognition. Review accuracy and production statistics, development goals, and coach for improvements as needed.
• Utilize visual boards and daily huddles to monitor key performance indicators and identify issues that require escalation.
• Provide and oversee training and orientation of new hires or transfers.
• Develop and maintain the mentor program to provide ongoing training and coaching to staff.
• Oversee and assist team in providing accurate group setup, renewal data and enrollment processing to ensure members, employers, and agents have accurate benefits, eligibility, rates and contract materials.
• Oversee and assist with review and research of group or member level issues, determining impacts, and escalate to the appropriate departments and personnel for resolution.
• Develop and maintain policies and procedures, following established procedure for approval and publication on SharePoint on a biennial basis. Assist trainers and team members of workgroups to develop and define processes as needed.
• Actively participate with the Enterprise Sales leadership team to ensure cross-team communication, collaboration and process efficiency.
• Lead, facilitate, and actively participate as a key member in continuous improvement initiatives and inter-departmental workgroups, utilizing lean methodologies.
• Compile and maintain reports and dashboards with data that measures volume, aging, accuracy, errors, and PRISM.
• Oversee and assist with answering inquiries received by e-mail, providing exceptional service.
• Coordinate business activities by maintaining collaborative partnerships with key departments.

Supporting Responsibilities:

• Meet department and company performance and attendance expectations.
• Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.
• Maintain professional service-oriented relationships.
• Perform other duties as assigned.

SUCCESS PROFILE

Work Experience: Minimum of three (3) years of experience in closely related insurance field sales support or operational role. Experience working in all lines of group health insurance (fully insured small and large group and self-funded) preferred. Prior demonstrated leadership is preferred.

Education, Certificates, Licenses: High school diploma or equivalent education required. Associate’s degree in business, accounting, or related field preferred.

Knowledge: Skill with typing and word processing applications. Knowledge of computer operations. Knowledge of office equipment and telephones. Knowledge of state and federal laws affecting group health insurance eligibility. Consistently helpful, confident, and pleasant with all types of customers, both internal and external. Ability to gain and maintain understanding of changes in PacificSource business processes and procedures and to convey that information to team members. Work with internal departments and personnel to facilitate excellent service for PacificSource customers. Take a proactive approach to ensure quality service. Operate a 10-key pad accurately, highly proficient in spread-sheeting and use of a personal computer.

Competencies

Building Trust

Building a Successful Team

Aligning Performance for Success

Building Customer Loyalty

Building Strategic Work Relationships

Continuous Improvement

Decision Making

Facilitating Change

Leveraging Diversity

Driving for Results

Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 10% of the time.

Skills:

Accountable leadership, Collaboration, Communication (written/verbal), Critical Thinking, Decision Making, Influencing, Listening (active), Organizational skills/Planning and Organization

Our Values

We live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business:

• We are committed to doing the right thing.
• We are one team working toward a common goal.
• We are each responsible for customer service.
• We practice open communication at all levels of the company to foster individual, team and company growth.
• We actively participate in efforts to improve our many communities-internally and externally.
• We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community.
• We encourage creativity, innovation, and the pursuit of excellence.

Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions.Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.

Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.