Supervisor, Member Services

Job Summary

Under the general direction of the Manager, Member Services, the Supervisor of Member Services is responsible for the direct supervision of Member Services colleagues (Advocates, Sr. Advocates and Team Leaders). The Supervisor maintains up-to-date knowledge of Point
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Health products, communicates changes to staff, and provides accurate interpretation of benefits, claims processes, eligibility and enrollment policies to members, staff and internal customers. The Supervisor actively coaches, trains and monitors Advocates, develops action plans to improve workflows, enhances the customer experience, and provides leadership to all team members. The Supervisor monitors team productivity, reports on issues, identifies improvement opportunities, and meets corporate and customer service goals.

The Supervisor may represent Member Services staff and customers in 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 and provide feedback.
• Implement strategies to improve team performance.
• Ensure high levels of customer satisfaction.
• Resolve calls and issues 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.
• 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.
• Provide coaching and support to ensure adherence to quality standards.
• Develop and implement quality improvement initiatives.
• Ensure team proficiency with contact 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 compliance issues promptly; ensure all interactions are HIPAA compliant.
• Represent the voice of the customer and contribute to continuous improvement initiatives.
• Perform other duties or projects as assigned by the manager.

• Associate degree or equivalent work experience;
  Bachelor’s degree preferred.
• 3-5 years of customer service experience; supervisory experience preferred.
• Customer service experience in health care, call center or corporate office.
• Knowledge of medical terminology.
• Prior experience training and working in a virtual/remote setting.

• Leadership: inspire and motivate the team, providing clear direction and support.
• Communication: strong verbal and written communication skills.
• Problem‑solving: identify issues and implement effective solutions quickly.
• Analytical skills: analyze performance data and make informed decisions.
• Customer Service: deep understanding of customer service principles and practices.
• Time Management: manage time and prioritize tasks to meet deadlines.
• Technical Proficiency: familiarity with contact center software and tools.
• Conflict Resolution: handle escalated customer complaints and resolve conflicts.
• Adaptability: adapt to changing situations and new challenges.
• Coaching and Mentoring: train, develop, and provide constructive feedback.

Must be able to work under normal office conditions and work from home as required. Work may require simultaneous use of a telephone/headset and PC/keyboard and sitting for extended durations. May be required to work additional hours beyond the standard work schedule.

Salary Range: $66,078.55 - $99,117.83. The annual base salary is determined by role scope, complexity, skills, education, training, credentials, and experience. Eligible for variable pay (bonus, commission) at the company’s discretion, consistent with the law.

Medical, dental and vision coverage; retirement plans; paid time off; employer‑paid life and disability insurance with additional buy‑up coverage options; tuition program; well‑being benefits; full suite of benefits to support career development, individual and family health, and financial health.

All applicants are welcome and will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.