Operations Supervisor (Remote)

About the Role

Supervise and provide daily direction to multi-functional team members regarding training and development, policies, procedures, and work production quantity and quality. Functional areas may include installation, implementation, client support, client services, client administration, customer service, enrollment and eligibility, claims processing, and call center operations. Reviews and resolves complex service issues not resolvable by subordinates.

Responsibilities

• Supervise employee outcomes by training, assigning, scheduling, coaching, and counseling employees; communicating job expectations; planning, monitoring, and appraising job contributions; adhering to policies and procedures.
• Meet operational standards by contributing information to strategic plans and reviews; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying system improvements.
• Maintain customer service objectives by monitoring daily operations; resolving claims that require manual review or technical support, enrollment or billing-related customer issues.
• Consistently review systems and make necessary adjustments where needed, including resources/staffing.
• Research and resolve escalated calls, review and resolve complex claims that have not been resolved by Claims staff.
• Maintain and improve departmental operations by monitoring system performance; identifying and resolving operations problems; supervising process improvement and quality assurance programs; installing upgrades.
• Prepare call center, claims, and/or enrollment and billing performance reports by collecting, analyzing, and summarizing data and trends.
• Improve call center, claims, and/or enrollment and billing job knowledge by attending educational workshops.

Supervisory Responsibility

This position manages people.

Requirements

• High School Diploma or GED.
• 3 years of related professional experience with demonstrated leadership skills.
• Proficiency in the service, claims, or enrollment & billing area.

Preferred Qualifications

• Bachelor’s Degree.

Skills

• Knowledge of call center operations, claims, and/or enrollment and billing workflows.
• Strong presentation skills.
• Highly proficient in Microsoft Office programs.
• Excellent communication skills, both written and verbal.
• Ability to plan, review, supervise, and inspect the work of others.

Pay

Salary Range: $63,648 - $131,274. The disclosed range considers factors such as scope and responsibilities of the position, candidate's work experience, education/training, internal peer equity, and market and business considerations. It is not typical for an individual to be hired at the top of the range.

Benefits

Comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements).

Additional Information

Must be eligible to work in the U.S. without sponsorship. The associate is primarily seated while performing the duties of the position, with occasional walking or standing required. The hands are regularly used to write, type, key, and handle small controls and objects. Must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.