Supervisor Service Operations - Membership

Job Summary

The Supervisor of Service Operations in Membership supervises Membership operations and develops procedures to support operational effectiveness, customer service goals and objectives. This leader supports initiatives to increase provider and member satisfaction, analyzes key performance metrics to identify areas in need of training and growth opportunities, and identifies potential workflow improvements. Specifically, the Supervisor ensures the team meets or exceeds department and corporate standards for the accuracy and timeliness of Membership‑related transactions.

The position is on‑site in Meridian, Idaho.

• Supervise Membership operations and develop procedures for operational effectiveness.
• Lead initiatives to increase provider and member satisfaction and analyze key performance metrics to identify training and growth opportunities.
• Identify potential workflow improvements.
• Ensure the team meets or exceeds department and corporate standards for accuracy and timeliness of Membership‑related transactions.
• Maintain prompt and accurate communication with group administrators, members, and internal customers, ensuring quality and concise written and verbal replies regarding membership, eligibility, and accounts receivable situations.
• Provide day‑to‑day oversight and ensure deliverables to CMS are timely and accurate.
• Participate in process improvement initiatives and implement outcomes.
• Provide guidance, counseling, coaching, and continuing education opportunities to staff.
• Select, develop, mentor, and assess the performance of staff.
• Assess individual employee performance and conduct timely performance appraisals.
• Initiate personnel actions such as hiring, disciplinary actions, termination, and salary recommendations.
• Coordinate inter‑department activities and work with the team to resolve work‑related issues and concerns.
• Report significant problems, events, and workload fluctuations to management.
• Develop and maintain departmental policies and procedures.
• Participate in skills and compliance training, coaching and motivation of employees including career path development.
• Assist in the development of departmental policies, procedures, service standards, and workflows.
• Participate in the preparation of status reports, budgets, forecasting department needs, and control expenditures to assure adherence to approved budgets.
• Ensure effective workflows and schedule adherence, maximize system efficiencies, and monitor quality performance measures.
• Provide input and support for changes to applicable systems and processes.
• Partner with leaders in designing, maintaining, and producing management reports to meet the company’s needs.
• Participate in goal‑setting processes for the unit and/or department.
• Participate in internal or external audits.
• Perform other duties and responsibilities as assigned.

• 5 years of prior relevant experience.
• Associate or bachelor’s degree appreciated; no degree required.

• Pay range: $66,353 – $92,894 (good faith estimate).
• Annual incentive bonus, variable based on company and employee performance.
• Benefits include paid time off, paid holidays, community service and self‑care days, medical/dental/vision/pharmacy insurance, 401(k) matching and non‑contributory plan, life insurance, short‑ and long‑term disability, education reimbursement, employee assistance plan (EAP), adoption assistance program, and paid family leave program.
• Comprehensive benefits comply with state and local laws.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The requirements listed above are representative of the knowledge, skill and/or ability required.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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