Supervisor, Member Benefits

About the role

The Supervisor, Member Benefits provides staff development, education, and mentoring to our Member Experience team. Your day will consist of solving challenging problems in a rewarding, fast-paced dynamic environment with a focus on coordinating work assignments and incoming requests, metric and staff performance reporting, leading special projects all with a focus on white-glove service and creating an effortless member experience.

Responsibilities

• Solve challenging problems in a rewarding, fast-paced dynamic environment with a focus on white-glove service and creating an effortless member experience.
• Coaches recorded calls to drive excellence, assists Benefit Specialists with escalated calls, call queue and metric management, and fills in for Benefit Specialists when needed.
• Conduct regular performance evaluations of employees and provides ongoing feedback and coaching to achieve service, quality, and production goals.
• Assists in performing the annual review, addresses and counsels employees on behavioral or performance problems, and implements corrective action and follow-up as necessary.
• Explains and administers company policies/information required for team members to successfully perform their duties.
• Aid in managing departmental activities, call volume, quality, and productivity levels to ensure they meet internal and external performance standards.
• Distribute and monitor departmental work assignments to ensure adequate coverage to meet quality and service levels.
• Coordinate/facilitate and actively participate in departmental meetings.
• Promote, support, and drive a dynamic teamwork environment that fosters positive morale, accountability, cohesiveness, effective communication, and service excellence.
• Develop, motivate, evaluate, and coach staff on work procedures, proper call handling, and teamwork delivering excellent customer service that focuses on an effortless experience for our members.
• Leverage subject matter expertise to oversee and provide counsel on escalated issue resolution.
• Maintain contact center KPIs while seeking opportunities to advance operations through monitoring system performance, identifying and resolving problems, and driving quality improvement.
• Operate as a Benefits Specialist during periods of high call volume.
• Describe medical/dental benefits according to group contracts.
• Describe claims status including patient financial responsibility.
• Communicate individual and team job expectations while motivating staff to accomplish goals and reach their full career potential.
• Cook up, review, and oversee individual goals, annual reviews, and HR issues.
• Conduct real-time and as-needed training/coaching/development meetings.
• Conduct 1-on-1 meetings with team members to encourage employee engagement and open lines of communication.

Requirements

• College degree or equivalent combination of work experience.
• Proven leadership experience in a service environment, preferably a contact center.
• Healthcare Benefits/Insurance industry experience a strong plus.
• Strong technology skills (Microsoft products).
• Superior, established problem-solving skills.
• Ability to implement solutions with little supervision in a fast-paced, environment and provide supervision and mentorship to their team.
• Excellent verbal and written communication skills with the ability to resonate with others to impact positive outcomes.
• Team player able to collaborate with other departments.
• Experience in billing, healthcare, or legal environments.

Skills and Abilities

• Computer skills proficient in Microsoft Outlook, Microsoft Word, and Excel as well as internet navigation.
• Superior, established leadership and problem-solving skills.
• Ability to translate and deploy daily team leadership that aligns with departmental and corporate vision and mission.
• Must be able to implement solutions with little supervision in a fast-paced, on-demand environment and provide supervision and mentorship to their team.
• Excellent verbal and written communication skills.
• Advanced problem resolution skills.
• Ability to make independent decisions and apply critical thinking based on practical knowledge and business acumen.
• Excellent interpersonal skills and ability to maintain positive relationships at all levels.
• Ability to quickly adapt in an ever-changing environment.
• Team player able to collaborate with other departments.
• Ability to stay focused and manage time appropriately.

What can Imagine360 offer you?

• Multiple Health plan options.
• Company paid employee premiums for disability and life insurance.
• Parental Leave Policy.
• 20 days PTO to start / 10 Paid Holidays.
• Tuition reimbursement.
• 401k Company contribution.
• Company paid Short & Long term Disability plus Life Insurance.
• Professional development initiatives / continuous learning opportunities.
• Opportunities to participate and support the company's diversity and inclusion initiatives.

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About Imagine360

Imagine360 is a health plan solution company that combines 50+ years of self-funding healthcare expertise. Over the years, we've helped thousands of employers save billions on healthcare. Our breakthrough total health plan solution is fixing today's one-size-fits-none PPO insurance problems with powerful, customized, member-focused solutions.

Equal Opportunity Employer

Imagine360 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.