Supervisor, Call-Center (Operations)

Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve. If this describes you, we want to speak with you.

The Supervisor, Call-Center of Operations is responsible for the administration of the Operational Unit within Customer Service. Responsible for ensuring that all departmental functions are completed promptly, thoroughly, professionally, and accurately. Providers work leadership, assistance, and training to those supervised. Assists in the achievement of departmental goals.

Responsibilities

• Supervises and implements departmental functions, policies, and procedures with all internal and external contacts.
• Evaluates effectiveness and efficiency of operational areas and acts to reallocate resources as necessary.
• Creates and implements programs to enhance the level of service provided to customers.
• Communicates, implements, and interprets corporate and departmental policies and procedures.
• Maintains department standards to ensure optimal customer support.
• Provides subordinates with ongoing feedback, coaching, and counseling on performance for achievement of all benchmarks.
• Provides technical expertise related to job unit function.
• Schedules, trains, and organizes personnel to accommodate immediate and anticipated workflow volumes.
• Coordinates departmental functions with all internal and external contacts.
• Compiles and prepares required data for report information pertaining to unit.
• Ensures that all inquiries and follow-up are handled in a professional, accurate, prompt, and courteous manner.
• Serves as the next level contact for problems/issues that staff cannot resolve.
• Selects, develops, appraises, and recommends compensation for subordinates. Interviews and makes recommendations for hires and promotions.
• Encourages the professional progression of staff through Performance Management, coaching, and counseling.
• Establishes appropriate goals and performance standards and makes recommendations for the career path of staff.
• Ensures that department systems and supports are operational.
• Performs all other appropriate responsibilities and duties as assigned.
  
  

Qualifications - External

Education

• Undergraduate degree is preferred plus a minimum of one (1) year of relevant experience.
  
  

Experience

• (5) years of related insurance operations experience.
• The incumbent must possess tact, diplomacy, and professionalism to effectively handle all internal and external issues.
• Demonstrated time management skills.
  
  

Knowledge, Skills, And Abilities

• Must have the ability to manage organize, plan, and provide leadership to staff. Ability to develop and motivate staff to facilitate professional growth.
• Excellent oral and written communication skills, as well as ability to carry out assignments with minimal guidance.
• Exposure to an operations service's environment is highly recommended.
• Analytical ability to identify and resolve staff and customer problems.
• Must be able to prioritize work in an environment that changes frequently. Demonstrated time management skills.
• 10% travel required to vendor sites.
• Call center is open from 8:00am-9:00pm, and must have flexibility, as business needs will dictate the shift hours (ex: possibility of 1:00pm-9:00pm shift).
  
  

Hybrid

Independence has implemented a “Hybrid” model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the “Hybrid” model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey or Pennsylvania.

Independence Blue Cross is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.