Description
Network Health's success is rooted in our mission to enhance the life, health, and wellness of the people we serve. This mission drives every decision we make, including the people we choose to join our growing team. We are seeking a Member Experience Supervisor to support the day-to-day operations of our Member Experience call center. As a key member of the leadership team, this role champions our commitment to "Service Excellence" by hiring, evaluating, and supervising call center staff. Key responsibilities include:
- Establishing, implementing, and monitoring individual and department key performance indicators for inbound and outbound calls.
- Coaching and mentoring new hires to ensure success.
- Monitoring staff performance for compliance with established scripts and work standards.
This role is vital to fostering a culture of excellence and ensuring our members receive the highest level of service. Essential Job Duties:
- Develops, maintains and regularly reviews department policies, processes and desk procedures to ensure regulatory compliance, maximum efficiencies, and alignment with industry best practice; identifies gaps and works with department leadership and/or trainers to facilitate implementation of improved processes.
- Daily supervision of staff and department operations
- Establish and maintain a collaborative team environment that ensures efficiency and yields productivity
- Provides leadership and evaluation of the team to help ensure productivity and continuous process improvement. Maximizes staff performance through effective training, on-going 1:1 discussions, performance reviews, and meaningful goal development and other administrative tasks.
- Performs human resource management duties including but not limited to hiring, training, retraining, and time and performance management. Consults with manager and Human Resources as required. Based on trend analysis identifies action plans to optimize performance
- Anticipates resource needs and organizes workflows to meet customer service standards, volume demand, expectations, timelines, and deadlines
- Coordinates staffing schedules. Prioritizes and distributes associate work to ensure optimum staffing levels at all times
- Provides accurate, timely reporting per department, regulatory and/or business requirements
- Maintains knowledge of current state, federal and other regulatory as well as industry service standards; identifies gaps and proposes updates.
- Participate in organizational projects as well as develop strategies to implement new projects or initiatives.
- Monitors attendance and tardiness on direct reports. Takes correction action with staff as needed
- Handles sensitive and escalated calls from call center staff. Coaches and develops call center staff skills in managing escalated calls.
- Other duties as assigned
Minimum Education Required:
- Associate degree required or four years' experience in a customer service and/or call center related field.
Minimum Related Years of Experience (per minimum education) Required:
- 1+ years' experience in the health insurance industry required; 2+ years preferred.
- Prior experience with ACA, Medicaid, or similar health plans preferred.
- Working in a call center or customer service area preferred.
- One year leadership experience is preferred.
Candidates must reside in the state of Wisconsin for consideration. This position is eligible for our hybrid workplace model to work at your home office (reliable internet is required), and at our office in Brookfield or Menasha.
We are proud to be an Equal Opportunity Employer who values and maintains an environment that attracts, recruits, engages and retains a diverse workforce.
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Network Health
Feb 08, 2025