Service Operations Supervisor – Shift 10:00 am - 6:30 pm or 10:30 am - 7:00 pm EST
Health Advocate
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Responsible for overseeing the daily tasks and workflow of assigned team of associates/ specialists by providing direction and structure and aiding to answer questions using knowledge of services and benefits to help guide employees and perform necessary on the job training.
- Responsible for the administrative functions and supervision of an operations unit, including backlog and quality management for a team of Operations/Customer Service associates.
- Provide organization, direction and staffing for all assigned service calls and case load assignments.
- Monitor calls and audit case files daily to ensure target resolution is identified and case is closed at or near the target resolution.
- Ensure assigned staff members meet or exceed the standards, results, and responsibilities of their respective positions.
- Coach, mentor, and evaluate performance of the assigned team.
- Assist in the selection, counseling, and discipline of all staff on the team.
- Provide oversight and direction to staff for assigned cases.
- Responsible for problem-solving issues and coordinating efforts with internal departments and subject matter experts.
- Provide healthcare benefit and claims consultation and support when appropriate to all internal departments.
- Routinely evaluate and monitor service calls and case management procedures to recommend any necessary changes to the Operations Manager.
- Escalate cases through the appropriate channels.
Requirements
- Call center experience preferred
- Management or supervisory experience in healthcare benefits or claims processing preferred
- Strong leadership skills and the ability to build effective teams
- Effective communication skills to interact with members, physicians, and insurance carrier representatives, with an emphasis on ability to communicate both verbally and in writing
- Assertive, self-confident, and resilient
- Basic computer skills
- Ability to search and identify resources through the internet
- Demonstrated ability to communicate concepts, strategies and plans in terminology understood by business professionals
- Bachelor's Degree or applicable work experience
- Basic knowledge of MS Word and Excel required
- Must score acceptably on job-related testing
- Ability to pass standardized interview
- Based on assignment may need to be bilingual in English, Spanish, etc.
- Knowledge of the following is preferred: COBRA, Medicare A, B, MediGap, Supplement plans, Medicare Advantage, Medicare Part D plans, High deductible health plans including Health Reimbursement Accounts (HRAs) and Health Saving Accounts (HSAs), Flex Spending Accounts (FSA), including limited FSAs, Coordination of benefits and simple cases
Benefits
- Health Advocate employees enjoy helping people every single day.
- Employees are given the training they need to do their jobs well.
- Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company.
- Join our award-winning team!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
call center experiencemanagement experiencesupervisory experiencehealthcare benefits knowledgeclaims processing knowledgebasic computer skillsMS WordMS Excelbilingual (English, Spanish)knowledge of COBRA
Soft Skills
leadership skillseffective communication skillsassertivenessself-confidenceresilienceteam buildingcoachingmentoringproblem-solvingevaluation of performance
Certifications
Bachelor's Degree