Job description
MEMBER SERVICES SUPERVISOR
Telecommute Option - MUST reside in ID, OR, UT or WA
WHO WE NEED
This position is responsible for leadership of a call center customer service team, serving health plan members and/or providers. Provides coaching, training and performance management to lead assigned tams to excellent customer interaction including first contact and issue resolution, education and cross-serving relevant products.
Normally to be proficient in the competencies listed above
Supervisor of Customer Service would have
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Bachelor’s degree
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3 years of experience in a production environment, preferably in the healthcare industry,
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Demonstrated leadership/supervisory experience
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Or the equivalent combination of education and experience.
FTEs Supervised
10-20
YOUR ROLE:
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Assigns and prioritizes work, sets goals and coordinates daily activities of the team. Provides regular updates and communication to staff through in the moment coaching, 1:1s and team meetings.
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Monitors individual and team results to ensure production, customer satisfaction and cross-serve goals are met, in accordance with department standards and procedures, and is in compliance with medical policy and guidelines.
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Assists in development of productivity and quality standards. May conduct or participate in compliance audits and report audit findings. Identifies and implements process improvements as needed. Ensures full participation of their team in MTM, URAC and all other compliance requirements.
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Acts as a resource for staff and others. Appropriately escalates issues and partners with other departments to resolve issues and remove barriers.
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Participates in the selection process, provides on-going coaching and performance management and is responsible for writing performance reviews. Ensures new hires complete necessary training. Assesses training needs and plays an active role in development of staff.
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Demonstrate servant leadership by handling escalated member/provider calls to closure
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Completes special projects as assigned, to include, leading division projects and/or implementing process improvement projects. May lead projects where tracking and analyzing data and presenting to departmental leadership is required.
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Participates on project teams by recommending solutions and translating business requirements, schedules and communications.
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Handles all management level responsibilities for staff, including performance reviews, employee development, hiring, firing, coaching, counseling, and retention. Develops Customer Service Professionals and participates in talent management activities.
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Seeks ideas and opportunities for continuous improvement, determines which opportunities should be pursued and implements improvements as appropriate.
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Ensures call accuracy is managed timely according to company timelines.
WHAT YOU BRING:
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Demonstrated competency in setting priorities for a team and overseeing work outputs and timelines.
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Ability to effectively develop, train and lead a team (including employees who may be in multiple locations or work remotely) and assist in the development of productivity, quality, service and cross-serve standards.
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Demonstrated analytical skills, ability to identify problems, trends; develop solutions and implement a course of action.
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Ability to communicate effectively, verbally and in writing with all levels of the organization; to include strong customer/member service skills and the ability to work with internal and external groups or parties.
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Knowledge of the insurance industry and related regulations and mandates.
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Ability to organize, plan and prioritize assignments within multiple projects.
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Ability to participate in and at times manage well-defined projects with minimal guidance.
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Experience working in a high volume call center, with proven ability to effectively manage performance while creating an environment for service excellence.
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Provide servant leadership by handling escalated member/provider calls to closure
All position compensations are determined on experience and equity
The base pay annual salary range is: 56.5k-71k
The bonus target for this position is 10%
At Cambia, we take a variety of factors into account when creating a job offer, including your skills, experience, education, and training; relevant licensure / certifications; performance history; and work location. While we offer competitive salaries, in general, we rarely hire candidates at or near the top of the salary range.
Base pay is just part of the compensation package at Cambia that is supplemented with an exceptional 401(k) match, bonus opportunity and other benefits. In keeping with our Cause and vision, we offer comprehensive well-being programs and benefits, which we periodically update to stay current. Some highlights:
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medical, dental, and vision coverage for employees and their eligible family members
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annual employer contribution to a health savings account ($1,200 or $2,500 depending on medical coverage, prorated based on hire date)
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paid time off and company holidays
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up to a 6% company match on employee 401k contributions, with a potential discretionary contribution based on company performance (no vesting period)
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up to 12 weeks of paid parental time off (eligible day one of employment if within first 12 months following birth or adoption)
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one-time furniture and equipment allowance for employees working from home
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up to $225 in Amazon gift cards for participating in various well-being activities for a complete list see ourExternal Total Rewardspage.
We are an Equal Opportunity and Affirmative Action employer dedicated to workforce diversity and a drug and tobacco-free workplace. 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. A background check is required.
If you need accommodation for any part of the application process because of a medical condition or disability, please email
CambiaCareers@cambiahealth.com
. Information about how Cambia Health Solutions collects, uses, and discloses information is available in our
Privacy Policy
. As a health care company, we are committed to the health of our communities and employees during the COVID-19 pandemic. Please review the policy on our
Careers
site.
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