Member and Provider Service Supervisor

The Member and Provider Service Supervisor is responsible for ensuring the delivery of outstanding customer service resolving issues and delivering accurate information to Well Sense members and providers. The Member and Provider Service Supervisor is responsible for participating in the recommendation, development and implementation of short and long-term quality service strategies that improve member and provider satisfaction and Member and Provider Service operations.

Additionally, the Member and Provider Service Supervisor will serve as needed as a subject matter expert and resource.

The Member and Provider Service Supervisor is responsible for ensuring the delivery of outstanding customer service resolving issues and delivering accurate information to Well Sense members and providers. The Member and Provider Service Supervisor is responsible for participating in the recommendation, development and implementation of short and long-term quality service strategies that improve member and provider satisfaction and Member and Provider Service operations.

This role is responsible for the direct supervision of Member and Provider Service Center staff and ensures that all necessary tools and resources are available to meet or exceed state contractual requirements and corporate standards servicing members and providers across product lines. The Supervisor is also responsible for proactively and methodically identifying and resolving service barriers (including but not limited to claims, eligibility, enrollment, prior authorization and benefits) working with partner departments as needed to do so.

Will work in close collaboration with the Member and Provider Service management team to ensure that the Member/Provider Service provides members and providers with the highest levels of customer service, meets applicable requirements and standards and strives for continuous improvement.

• Full-time remote work
• Competitive salaries
• Excellent benefits

• Implements Member and Provider Service department policies, procedures and standards, and supervises – Member and Provider Service telephonic and office operations to achieve productivity targets, quality standards and operational goals.
• Participates in the development of policies and procedures to ensure outstanding service delivery and member and provider satisfaction.
• Responsible for the daily analysis of call volumes, monitoring and adjusting staff resources (scheduling) to meet inbound demands (provider) and performance goals and maximize efficiency.
• Ensures monthly compliance with corporate standards.
• Establishes, maintains and refines intradepartmental and interdepartmental processes and procedures to support Member & Provider Services work processes across product lines.
• Monitors staff to ensure compliance with established workflows.
• Resolves first line policy questions referred by staff and works with partner supervisors and managers as needed to resolve.
• Ensures Member & Provider Services staff has the technology and training needed to provide outstanding customer service.
• Works in close collaboration with the Trainer to identify training opportunities (and optimum delivery method) to enhance customer service through the use of metrics and staff feedback. Trains or oversees training of staff.
• Works as a member of the Member & Provider Services management team to ensure appropriate work allocation and adherence to all state requirements by sharing resources when necessary.
• Conduct one-on-one quality feedback sessions with direct reports to coach and develop the team
• Take client/ customer calls and fill in for Assists as needed
• Must be motivated, adaptable, flexible, and able to produce quality…