Supervisor, Member Services

Who We Are

Point
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Health is a leading not‑for‑profit health and well‑being organization dedicated to delivering high‑quality, affordable healthcare. Serving nearly 2 million members, Point
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Health builds on the legacy of Harvard Pilgrim Health Care and Tufts Health Plan to provide access to care and empower healthier lives for everyone. Our culture revolves around being a community of care and having shared values that guide our behaviors and decisions. We’ve had a long‑standing commitment to inclusion and equal healthcare access and outcomes, regardless of background; it’s at the core of who we are.

We value the rich mix of backgrounds, perspectives, and experiences of all of our colleagues, which helps us to provide service with empathy and better understand and meet the needs of the communities where we serve, live, and work. We enjoy the important work we do every day in service to our members, partners, colleagues and communities. Learn more about who we are at Point
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Health.

Under the general direction of the Manager, Member Services, the Supervisor of member Services is responsible for the direct supervision of the Member Services colleagues (Advocates, Sr. Advocates and Team Leaders). The Supervisor is responsible for maintaining up‑to‑date knowledge of Point
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Health products and communicating changes to staff; providing accurate and thorough interpretation of Point
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Health benefits, claims processes, eligibility and enrollment policies to members, staff and other internal customers. The Supervisor actively coaches, trains and monitors Member Services Advocates. The role is responsible for making recommendations and developing action plans to improve workflows, enhance the customer experience and also provide leadership and guidance to all team members. The Supervisor monitors team productivity, reports on issues, identifies opportunities for improvement, and satisfies corporate and customer service goals and objectives.

The Supervisor may represent Member Services staff and their respective customers in related departmental or corporate initiatives.

• Oversee daily operations of the service center team.
• Schedule shifts and manage attendance.
• Provide training and development for team members.

• Track and analyze key performance indicators (KPIs).
• Conduct regular performance reviews of team members and provide feedback.
• Implement strategies to improve team performance.

• Ensure high levels of customer satisfaction.
• Work to ensure calls and issues are being resolved on first contact.
• Handle escalated customer issues and complaints.
• Develop and implement customer service policies and procedures.

• Prepare and present reports on team performance and customer feedback.
• Analyze data to identify trends and areas for improvement.
• Use insights to make informed decisions and recommendations.

• Facilitate effective communication within the team and with other departments.
• Conduct team meetings and briefings.
• Ensure team members are informed about updates and changes.

• Monitor and evaluate calls for quality assurance purposes.
• Provide coaching and support to ensure adherence to quality standards.
• Develop and implement quality improvement initiatives.

• Ensure the team is proficient with contacts center software and tools.
• Troubleshoot technical issues and coordinate with IT support.
• Stay updated on new technologies and recommend upgrades.

• Ensure compliance with company policies and industry regulations.
• Conduct regular audits and assessments.
• Address any compliance issues promptly.
• Ensure all interactions are HIPAA compliant and adhere to state and federal regulations.

• Represent the voice of the customer by contributing to continuous improvement initiatives and providing feedback on member interactions and suggesting process enhancements.
• Other duties or projects as assigned by your manager.

• Required:
  
  Associate degree or equivalent work experience.
• Preferred:
  Bachelor’s…