Service Operations Supervisor (Shift 10:00 am -6:30 pm or 10:30 am-7:00 pm EST)

LanguageLine Solutions

1d•Remote

About The Position

Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company. Join our award winning team! 2025: Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner 2024: Excellence in Customer Service Awards: Organization of the Year (Small) Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver) As part of Teleperformance in the US, we were also named #95 in the 2024 ‘Fortune 100 Best Companies to Work For®’ in the USA by Great Places to Work (GPTW®) BASIC FUNCTION Responsible for overseeing the daily tasks and workflow of assigned team of associates/ specialists by providing direction and structure and aiding to answer questions using knowledge of services and benefits to help guide employees and perform necessary on the job training.

Requirements

Call center experience preferred
Management or supervisory experience in healthcare benefits or claims processing preferred
Strong leadership skills and the ability to build effective teams
Effective communication skills to interact with members, physicians, and insurance carrier representatives, with an emphasis on ability to communicate both verbally and in writing
Assertive, self-confident, and resilient
Basic computer skills
Ability to search and identify resources through the internet
Demonstrated ability to communicate concepts, strategies and plans in terminology understood by business professionals
Bachelor's Degree or applicable work experience
Basic knowledge of MS Word and Excel required
Must score acceptably on job related testing
Ability to pass standardized interview
Based on assignment may need to be bilingual in English, Spanish, etc.
Strong communication skills and phone etiquette
Ability to explain complex issues to members
Highly effective listening skills
Strong problems solving/issue resolution skills
Excellent customer service and customer resolution skills
Strong Organizational and administrative skills
Ability to work in a team environment

Nice To Haves

Knowledge of the following is preferred: COBRA Medicare A, B, MediGap, Supplement plans, Medicare Advantage, Medicare Part D plans High deductible health plans including Health Reimbursement Accounts (HRAs) and Health Saving Accounts (HSAs) Flex Spending Accounts (FSA) , including limited FSAs Coordination of benefits and which plan is primary – simple cases (commercial plans, Medicare plans) Summary Plan Documents (SPDs) and Certificates of Coverage (COCs) Government programs, resources and legislation and mandates including but not limited to Affordable Care Act, FMLA, Medicaid, CHIP Group Health Plans (fully insured and self-insured) Pharmacy benefits including injectable medications Individual Health Plans and Marketplace/Exchanges plans

Responsibilities

Responsible for the administrative functions and supervision of an operations unit. This includes backlog and quality management for a team of Operations/Customer Service associates
Provide organization, direction and staffing for all assigned service calls and case load assignments to ensure all calls are answered in accordance with Health Advocate’s policies and procedures.
Monitor calls and audit case files daily to ensure the proper target resolution is identified and that, if possible, the case is closed at or near the target resolution.
Ensure assigned staff members meet or exceed the standards, results, and responsibilities of their respective positions.
Coach, mentor, and evaluate the performance of an assigned team.
Assist in the selection, counseling, and discipline of all staff on the team.
Provide oversight and direction to staff for assigned cases.
Responsible for problem-solving issues and coordinating efforts with internal departments and subject matter experts.
Provide healthcare benefit and claims consultation and support when appropriate to all internal departments.
Routinely evaluate and monitor service calls and case management procedures to recommend any necessary changes to the Operations Manager.
Escalate cases through the appropriate channels in accordance with Health Advocate’s policies and procedures.
Team Interfaces/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts
Cooperate with team members to meet goals or to complete tasks
Provide quality customer service that exceeds customer expectations and improves level of service being provided
Treat all internal/external customers, team members, and department contacts with dignity/respect
Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided
Related Duties as Assigned - The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents Consequently, job incumbents may be asked to perform other duties as required Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above Please contact your local Employee Relations representative to request a review of any such accommodations