Supervisor - Customer Service

Cambia Health Solutions, Inc.; Idaho; Remote; USD 68,000 - 87,000; Full time

Benefits offered by this job

Market-leading 401(k) with company 2

Medical, dental and vision coverage

Annual paid time off and 10 holidays

Up to 12 weeks parental leave

Work from home options

Job summary

Cambia Health Solutions, Inc. is seeking a Supervisor - Customer Service to lead and coach call center teams across multiple states, including Idaho, with remote work options. You will drive first-contact resolution, education, and cross-serving of products to enhance member experiences.

The role emphasizes people leadership, coaching, performance management, and continuous improvement in a fast-paced health care environment.

Qualifications

• Experience leading high-volume customer service teams.
• Ability to manage performance while maintaining service excellence.
• Strong communication across levels and teams.

Responsibilities

• Lead call center teams serving health plan members and providers.
• Coach employees toward excellent customer interactions and first-contact resolution.
• Support education and cross-serving of relevant products.
• Monitor performance and ensure goals for production, quality, and customer satisfaction.
• Develop, train, coach, and lead a team; handle hiring and retention responsibilities.
• Participate in audits and process improvements with data tracking and reporting.

Skills

Team leadership

Performance monitoring

Coaching

Customer service excellence

Education

Bachelor's degree

Job description

Supervisor - Customer Service

Work from home within Washington, Oregon, Utah, Idaho, North Dakota, Minnesota, and Arkansas. Join our Cause to create a person-focused and economically sustainable health care system.

Every day, Cambia’s dedicated team of Customer Service Supervisors is living our mission to make health care easier and lives better. As a member of the Customer Service team, our supervisors lead call center teams serving health plan members and providers, coach employees toward excellent customer interactions, and support first-contact resolution, issue resolution, education, and appropriate cross-serving of relevant products, all in service of making our members’ health journeys easier.

As a people leader, you are willing to learn and grow, understanding that leadership is a craft that is continuously honed as you support your team and the lives that depend upon us.

• Do you have experience leading high-volume customer service teams and a passion for developing people? Are you energized by improving service quality, removing barriers, and helping members and providers reach resolution? Bachelor’s degree.
• Experience working in a high-volume call center, with the ability to manage performance while creating an environment for service excellence.
• Ability to develop productivity, quality, service, and cross-serve standards and effectively lead employees who may work across multiple locations or remotely.
• Ability to organize, plan, and prioritize assignments across multiple projects and manage well-defined projects with minimal guidance.
• Ability to develop, train, coach, and lead a team.
• Strong verbal and written communication skills across all levels of the organization, including customer and member service skills and the ability to collaborate with internal and external groups.
• Assign and prioritize work, set goals, coordinate daily team activities, and communicate regularly through in-the-moment coaching, one-on-one conversations, and team meetings.
• Monitor individual and team performance to ensure production, customer satisfaction, quality, call accuracy, and cross-serve goals are met in accordance with department standards, medical policy, guidelines, and company timelines.
• Coach and develop employees, oversee training, assess development needs, complete performance reviews, and manage hiring, counseling, retention, and other people-management responsibilities.
• Help develop productivity and quality standards, participate in compliance audits, report findings, and ensure team participation in MTM, URAC, and other compliance requirements.
• Identify and implement continuous improvement opportunities and lead special, division, or process-improvement projects that may require data tracking, analysis, and presentations to departmental leadership.
• Participate on project teams by recommending solutions and translating business requirements, schedules, and communications. As a member of our strong leadership community, provide direction, engage the team toward common goals, and create a positive experience that helps people flourish.

The expected hiring range depends on skills, experience, education, and training; and performance history.

National pay structure: The expected hiring range is $67,500 to $86,500, the full salary range is $60,000 to $98,000, and the bonus target is 12%.

Regional pay structure: The expected hiring range is $60,750 to $77,750, the full salary range is $54,000 to $88,000, and the bonus target is 12%.

Whether we're helping members, lending a hand to a colleague or volunteering in our communities, our compassion, empathy and team spirit always shine through.

Work alongside diverse teams building cutting-edge solutions to transform health care.

Grow your career with a company committed to helping you succeed.

Give back to your community by participating in Cambia-supported outreach programs.

Benefits

• Our compensation package includes competitive base pay as well as a market-leading 401(k) with a significant company match, bonus opportunities and more.
• In exchange for helping members live healthy lives, we offer benefits that empower you to do the same. Medical, dental and vision coverage for employees and their eligible family members, including mental health benefits.
• Annual employer contribution to a health savings account.
• Generous paid time off varying by role and tenure in addition to 10 company-paid holidays.
• Market-leading retirement plan including a company match on employee 401(k) contributions, with a potential discretionary contribution based on company performance (no vesting period).
• Up to 12 weeks of paid parental time off (eligibility requires 12 months of continuous service with Cambia immediately preceding leave).
• We are happy to offer work from home options for most of our roles. To take advantage of this flexible option, we require employees to have a wired internet connection that is not satellite or cellular and internet service with a minimum upload speed of 5Mb and a minimum download speed of 10 Mb.

As part of our security requirements, new hires will need access to a personal mobile device to set up Multi-Factor Authentication (MFA) upon joining the company. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, age, sex, sexual orientation, gender identity, disability, protected veteran status or any other status protected by law. If you need accommodation for any part of the application process because of a medical condition or disability, please email about how Cambia Health Solutions collects, uses, and discloses information is available in our Privacy Policy.