Supervisor Command Center

Company: Highmark Inc.

Job Description:

Responsible for overseeing the Command Center staff to ensure performance is managed across all operational tiers including but not limited to Customer Service, Medical Management and Policy and global sourcing partners to achieve the highest performance at the lowest cost; provide visibility to leadership regarding work inventories.

• Perform management responsibilities to include, but are not limited to: involve in hiring and termination decisions, coaching and development, rewards and recognition, performance management and staff productivity. Plan, organize, staff, direct and control the day-to-day operations of the department; develop and implement policies and programs as necessary; may have budgetary responsibility and authority.
• Oversee Command Center staff ensuring questions, problems and requests are appropriately evaluated or triaged, routed to the correct team, and managed to resolution, allowing for higher level analytics to be performed on the nature, root cause, frequency, sequencing, cyclical/seasonality, and other dimensions; monitor inventory levels and processing capabilities.
• Ensure front-line and technical support personnel including but not limited to Customer Service, Medical Management and Policy, and global sourcing partners are scheduled for activities by the Command Center to ensure work items are processed in a manner that will achieve superior Key Performance Indicator (KPI) scores as indicated by senior leadership.
• Plans, monitors, and manages a team of real-time coordinators who execute corrective action plans to prevent or recover from business performance issues impacting KPI scores; execute actions to ensure performance metrics reach the highest possible level.
• Responsible for identifying process and system improvement, business intelligence capability, process maturity, and optimization opportunities and works to coordinate and execute actions to achieve the same. Develop strong working relationships with operational tier management ensuring that inventory, workflow, and performance management tools, techniques, projects and information are visible and utilized in daily decision-making for all work and resource allocations.
• Other duties as assigned or requested.

Required

• Four (4) years of workforce management experience in healthcare or insurance or business.
• Three (3) years of experience with insurance products, principles, industry practices, operational and system processes, quality control techniques, and resource management.
• Three (3) years of experience communicating with large audiences.

Preferred

• Five (5) years of extensive insurance product knowledge with an understanding of Blue Cross Plans or commercial insurers
• Five (5) years of experience in workforce development and resource management

• High standard of professional conduct.
• Excellent business writing skills.
• Ability to maintain confidential information.
• Ability to quickly identify and provide recommendations on issues.
• Excellent team building and professional development skills.
• Solid negotiation and influencing skills across sales, technical and operational partners.
• Ability to be effective in a highly matrixed environment.

Required

• High School diploma/GED.

Preferred

• Bachelor's degree

Required

• None

Preferred

• None

None

0% - 25%

Position Type

Office- or Remote- based

Teaches / trains others

Occasionally

Travel from the office to various work sites or from site-to-site

Rarely

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required

No

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Rarely

The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement:
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