Supervisor - Customer Service

Supervisor - Customer Service Work from home within Washington, Oregon, Utah, Idaho, North Dakota, Minnesota, and Arkansas. Preference will be given to current employees and candidates who reside in Utah, Idaho, North Dakota, and Arkansas.

Build a career with purpose. Join our Cause to create a person-focused and economically sustainable health care system.

Every day, Cambia’s dedicated team of Customer Service Supervisors is living our mission to make health care easier and lives better. As a member of the Customer Service team, our supervisors lead call center teams serving health plan members and providers, coach employees toward excellent customer interactions, and support first-contact resolution, issue resolution, education, and appropriate cross-serving of relevant products, all in service of making our members’ health journeys easier.

As a people leader, you are willing to learn and grow, understanding that leadership is a craft that is continuously honed as you support your team and the lives that depend upon us.

Do you have experience leading high-volume customer service teams and a passion for developing people? Are you energized by improving service quality, removing barriers, and helping members and providers reach resolution? Then this role may be the perfect fit.

Bachelor’s degree. Three years of experience in a production environment, preferably in the health care industry. Demonstrated leadership or supervisory experience. Equivalent combination of education and experience may be considered.

Experience working in a high-volume call center, with the ability to manage performance while creating an environment for service excellence.

Knowledge of the insurance industry and related regulations and mandates.

Demonstrated analytical skills, including identifying problems and trends, developing solutions, and implementing a course of action.

Ability to develop productivity, quality, service, and cross-serve standards and effectively lead employees who may work across multiple locations or remotely.

Ability to organize, plan, and prioritize assignments across multiple projects and manage well-defined projects with minimal guidance.

Experience with AI tools and technologies to enhance productivity and decision-making in professional settings highly desired.

Demonstrated ability to set team priorities and oversee work outputs and timelines.

Ability to develop, train, coach, and lead a team.

Strong verbal and written communication skills across all levels of the organization, including customer and member service skills and the ability to collaborate with internal and external groups.

Assign and prioritize work, set goals, coordinate daily team activities, and communicate regularly through in-the-moment coaching, one-on-one conversations, and team meetings. Monitor individual and team performance to ensure production, customer satisfaction, quality, call accuracy, and cross-serve goals are met in accordance with department standards, medical policy, guidelines, and company timelines. Coach and develop employees, oversee training, assess development needs, complete performance reviews, and manage hiring, counseling, retention, and other people-management responsibilities.

Act as a resource for staff and partners, elevate issues appropriately, collaborate across departments to remove barriers, and demonstrate servant leadership by handling escalated member or provider calls through closure. Help develop productivity and quality standards, participate in compliance audits, report findings, and ensure team participation in MTM, URAC, and other compliance requirements. Identify and…