Supervisor-Provider & Member Services

Independent Health; United States; Remote; USD 63,000 - 68,000; Full time

Job summary

An established industry player is seeking a Supervisor for Provider & Member Services to lead a dynamic team in enhancing customer satisfaction. This role involves developing call center goals, managing staff performance, and fostering a collaborative environment. The ideal candidate will have a strong background in customer service and leadership, ensuring quality and efficiency in operations. With a focus on mentoring and staff development, this position offers a unique opportunity to drive positive change in a supportive culture that values innovation and teamwork. If you're passionate about making a difference in the healthcare sector, this role is perfect for you.

Benefits

Scorecard Incentive

Generous Paid Time Off

Full Range of Benefits

Qualifications

• 4+ years in pharmacy/customer service call center required.
• 1+ year of progressive leadership/management responsibility.

Responsibilities

• Manage performance of the servicing contact center daily.
• Analyze operational data to implement changes in quality and productivity.

Skills

Communication Skills

Leadership

Conflict Management

Coaching and Mentoring

Customer Service

Education

Associate's Degree

Bachelor's Degree

Tools

Window-based Applications

Job description

FIND YOUR FUTURE

We're excited about the potential people bring to our organization. You can grow your career here while enjoying first-class perks, benefits and a culture that fosters growth, innovation and collaboration.

Overview

The Supervisor, Provider & Member Services will be responsible for developing and maintaining the department’s call center goals as defined by senior management. They will be responsible for enhancing customer relationships by increasing satisfaction through leadership of assigned servicing team. The Supervisor shall function to promote teamwork and accountability in a performance-based work environment and represent the department on cross-functional teams when necessary. Duties will include, but are not limited to, hiring, staff training, monitoring workflow, identifying process improvement, performance evaluations, and mentoring and managing personnel issues for assigned team members. The Supervisor will be responsible and accountable for the overall quality, performance, customer satisfaction and goals of the servicing department. The Supervisor will work closely with all areas of internal operations, support services and human resources to ensure proper staffing, quality delivery, appropriate training and re-training and staff development.

Qualifications

• Associates degree required. Bachelor’s degree preferred. An additional two (2) years of experience will be considered in lieu of degree.
• Four (4) years of experience in pharmacy/customer service call center field required. Experience in pharmacy on-line claims billing preferred.
• One (1) year of progressive leadership/management responsibility required.
• Experience in operational setting with demonstrated results managing large staff in a performance-based environment.
• Excellent communication skills with the ability to influence and work cross-functionally and collaboratively.
• Ability to develop, motivate, coach and mentor others in a performance-based environment.
• Ability to clarify and educate staff and consumers on products, plan benefits, procedures, and organizational policy.
• Strong conflict management skills with the ability to identify, research and resolve.
• Proficiency in navigating window-based applications.
• Proven examples of displaying the PBD values: Trusted Advisor, Innovative, Excellence, Guardianship, Dedication and Caring.

Essential Accountabilities

• Manage the performance of the servicing contact center daily. Accountable for managing critical performance objectives and quality measures for the servicing team. Convey understanding, importance, and implications of all measures to established team.
• Analyze and interpret operational data to identify and implement changes in quality, productivity, compliance, and efficiency to reduce rework and ensure compliance with regulations and department goals.
• Provide objective and consistent delivery of performance measurement, coaching and mentoring of staff.
• Provide leadership to ensure member information is kept confidential through verification, access, and restriction of information when appropriate.
• Facilitate communication to staff regarding ongoing corporate initiatives by representing the department in cross functional meetings and assist in the decision-making process to ensure that the needs of the department are being met.
• Work collaboratively with marketing and client/account teams to define, implement, and measure outreach and education programs.
• Active leadership role in meetings regarding formulary changes, employer benefit changes, mailing, etc. Communicate changes and implications to staff to ensure consistent and accurate communication to stakeholders.
• Provide leadership and direction to ensure “Top Box” satisfaction is received by all constituents. Develop and implement corrective action plans as required to ensure the highest level of departmental quality.
• Provide leadership and direction to training unit to ensure proper new hire training, re-training and on-going staff development. Provide career pathing roadmap for high performers.

Immigration or work visa sponsorship will not be provided for this position.

Hiring Compensation Range: $63,000 - $68,000 annually.

Compensation may vary based on factors including but not limited to skills, education, location and experience.

In addition to base compensation, associates may be eligible for a scorecard incentive, full range of benefits and generous paid time off. The base salary range is subject to change and may be modified in the future.

As an Equal Opportunity / Affirmative Action Employer, Independent Health and its affiliates will not discriminate in its employment practices due to an applicant’s race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship and immigration status, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law.