Supervisor, Digital Resolution Team

About the role

Imagine360 is seeking a Supervisor, Digital Resolution Team to join the team! The Supervisor, Member Escalations & Benefits Correspondence is responsible for overseeing escalated member issues and supervising staff who manage written benefit-related inquiries. This role ensures timely, accurate, and high‑quality responses to both escalated call situations and benefits correspondence while maintaining white‑glove service standards. The Supervisor provides daily guidance, coaching, quality oversight, and operational support to ensure team efficiency, accuracy, and adherence to organizational service expectations. This position requires exceptional communication, strong problem‑solving skills, and the ability to calmly navigate high‑visibility escalations while supporting team members in delivering an effortless member and provider experience. Position Location: 100% remote

Responsibilities

• Supervisory Responsibilities
  • Provide day‑to‑day coaching, support, and development to staff handling escalations and benefits correspondence.
  • Conduct regular performance evaluations and monitor quality, productivity, and adherence goals.
  • Deliver corrective action when appropriate, including coaching, documentation, and follow‑up.
  • Lead monthly team meetings, 1:1s, and ongoing development conversations.
  • Serve as the primary point of contact for questions, escalation assistance, and process clarification.
• Escalations Oversight
  • Manage escalated or sensitive member issues requiring advanced intervention beyond frontline agents.
  • Review and triage escalations to determine next steps, partnering with internal teams (Client Experience, Medical Management, Provider Services, Correspondence).
  • Ensure urgent vs. non‑urgent escalation criteria are followed and response expectations are met.
  • Provide wrap‑up communication to leadership as appropriate for high‑visibility cases.
• Benefits Correspondence Oversight
  • Oversee staff responsible for written inquiries regarding benefits, claims status, eligibility, predeterminations, and other benefit‑related requests.
  • Ensure outgoing correspondence meets quality, accuracy, and compliance standards.
  • Maintain service metrics including schedule adherence, email quality, production goals, and turnaround times.
  • Support staff in resolving complex benefit inquiries requiring research or collaboration across departments.
• Team Management & Workflow Coordination
  • Distribute and monitor daily workloads to ensure appropriate coverage across correspondence and escalations.
  • Track team productivity and quality, providing targeted coaching where needed.
  • Review quality audits and guide staff toward performance improvements