Job description

The Member Services Supervisor I is responsible for providing first-line supervision and support to the Member Services Department, leading a team of Member Services Representatives I and II. In the absence of the Customer Services Director, the Member Services Supervisor I will support the Member Services Supervisor II and provide assistance to all levels of Member Service Representatives (MSRs) and Quality Assurance Specialists (QAs), as well as Western Health Advantage (WHA) members and partners as needed.

Representative Duties:

• Promote and adhere to WHA’s Privacy and Information Security Programs. Ensure and verify that all department Workforce Members attend and complete mandatory training. Inform department Workforce Members that WHA will take disciplinary action up to and including termination of employment or assignment with WHA for violation of these privacy and security policies, procedures, and regulatory requirements. Also, that strict adherence to the related laws, rules, regulations, policies, and procedures is considered an integral part of their job performance and monitor compliance.
• Support the Customer Services Director with the development and implementation of the organizational plans, strategies and annual budget.
• Review and analyze department actual performance against the targeted performance objectives leveraging company data applicable to the department, available KPI (Key-Performance Reports) and other available performance measurement resources.
• Work collaboratively and cooperatively with Customer Services Director to develop and implement supplemental plans and/or strategies to mitigate departmental performance gaps to stated business objectives and/or targeted KPI (Key Performance Indicator) results.
• Support the Customer Services Director with the process of aligning and documenting the department’s business priorities, goals and objectives on a quarterly and/or monthly basis so as to achieve business targets as set forth in the annual business plan.
• Interface and collaborate with departmental team members, as well as other functional area leaders, on special projects and/or towards the accomplishment of company-wide business goals, objectives and project deliverables.
• Effectively present departmental performance information, project updates and other miscellaneous information to a variety of internal business stakeholders.
• Collaborate with Customer Services Director on the departmental staffing plans and processes to support the effective execution of the department’s and/or company’s business plans, strategies and initiatives.
• Work collaboratively with Human Resources and the functional area team members to select, train, supervise and effectively performance manage direct reports.
• Maintain consistently high-performance standards for all direct reports and other team members by regularly communicating business updates, coaching, counseling, disciplining and completing timely performance evaluations in accordance with the company’s Human Resources guidelines and standards.
• Establish and execute personal and professional development initiatives for all direct reports and other team members and their self for the purpose of keeping current and effective in the performance of their various job duties and roles.
• Respond to escalated calls from members and assist with incoming calls as needed.
• Responsible for maintaining department calendar and scheduling time off requests, tracking staff attendance and any other needs of the department.
• Interact with members under stressful circumstances in a fair, calm, and understanding way to obtain positive results.
• Responsible for supporting the Member Services training program by reviewing and contributing to updated training materials and working directly with the Customer Services Director and other departments to perform related Member Services functions.
• Recommend improvements related to department policies and procedures when necessary.
• Manage difficult or emotional customer situations; respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; meet commitments.
• Use tact, discretion, and courtesy while addressing needs of the clients, the public, and others encounters in the course of daily duties.
• Perform other duties and special projects as assigned.

Qualifications:

• Associates Degree in Communications, Business Administration, or a similar discipline preferred.
• 5 years’ experience in a call center role with increasing responsibilities.
• Proven ability to supervise, train, plan, and implement assignments.
• Previous experience working in the health care industry, specifically HMO, is required.
• Intermediate computer skills, including electronic mail, routine database activity, word processing, spreadsheet, graphics, etc.
• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.

Job Type: Full-time

Pay: From $64,480.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Weekend availability

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Sacramento, CA 95833: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Microsoft Office: 3 years (Preferred)
• Call center: 3 years (Required)

Work Location: One location

gatheringourvoice.org is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, gatheringourvoice.org provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, gatheringourvoice.org is the ideal place to find your next job.