Supervisor, Customer Care

Position Summary

The Supervisor, Customer Care provides daily leadership and oversight to a Customer Care team in accordance with Company guidelines, regulatory requirements, and client needs.

"Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role."

Key Duties and Responsibilities


* Provides daily leadership and supervision to staff consistent with management values and mission.


* Assigns, distributes, and monitors quality and quantity of work produced, ensuring employees are held accountable for consistently meeting quality and production requirements.


* Develops staff through performance management, goal setting, training, and effective employee relations.


* Optimizes workflows/processes, tools, and staff allocation to ensure efficient and cost-effective day to day operations.


* Employs management oversight measures to ensure ongoing compliance with regulatory and legal guidelines.


* Reviews and approves timecards, time off requests, and validates the accuracy of labor allocations and payroll processing information.


* Maintains current knowledge of assigned Plan(s) and effectively applies knowledge.


* Remediates escalated claims issues, reviews plan changes, and attends to other client needs.


* Participates in new business presentations and client meetings as requested, attends benefit fairs, and assists in the implementation of new clients.


* Performs other duties as assigned.

Minimum Qualifications


* High school diploma or GED.


* Three years of experience working in customer service with one year in a lead or supervisory role.


* Understanding of call metrics and analysis, staffing models, and workforce management.


* Exceptional team player with the confidence and integrity to earn client and internal team confidence quickly.


* Strong decision-making and organizational skills, with the ability to optimize the use of all available resources and deliver on multiple priorities.


* Exceptional analytical and problem resolution skills; ability to exercise independent, sound judgment.


* Ability to effectively manage staff remotely.


* Ability and willingness to travel as necessary.


* Computer proficiency including Microsoft Office applications and tools.

Preferred Qualifications


* Experience in a third-party administrator or health and welfare industry.


* Bi-lingual.



*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee of this job.

Duties, responsibilities and activities may change at any time with or without notice.

Working Conditions/Physical Effort


* Prolonged periods of sitting at a desk and working on a computer.


* Must be able to lift up to 15 pounds at times.

Disability Accommodation

Consistent with the Americans with Disab...