Supervisor Operations

Job Summary

The Supervisor of Operations is responsible for administration of the Operational Unit within Customer Service. Responsible for ensuring that all departmental functions are completed promptly, thoroughly, professionally and accurately. You will lead with ownership, data-driven insight, and a continuous-improvement mindset, ensuring operational excellence while coaching and inspiring your team to exceed service, quality, and performance benchmarks.

Responsibilities

• Supervises and implements departmental functions, policies and procedures with all internal and external contacts.
• Evaluates effectiveness and efficiency of operational areas and takes action 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.
• Use data and frontline insight to identify root causes, eliminate inefficiencies, and implement sustainable solutions.
• 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.
• Thrives in a fast-paced, high-volume call center environment
• Partner effectively with internal and external stakeholders to coordinate departmental functions and resolve cross-functional challenges.
• Compiles and prepares required data for report information pertaining to unit.
• 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 career path of staff.
• Ensures that department systems and supports are operational.
• Performs all other appropriate responsibilities and duties as assigned.

Qualifications

• Education: Undergraduate degree is preferred plus a minimum of one (1) year of relevant experience.
• Experience: (5) years 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, 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. Analytical and critical-thinking skills to diagnose problems and drive solutions. Comfortable making decisions in fast-changing environments with competing priorities. Must be able to prioritize work in an environment that changes frequently. Demonstrated time management skills. Healthcare Operations Experience preferred. 10% travel required to vendor sites Call center is open from 8:00am-9:00pm, must have flexibility, as business needs will dictate the shift hours (ex: possibility of 1:00pm-9:00pm shift).
• About Our Company: Serving more than 8 million people nationwide, including 2.5 million in southeastern Pennsylvania, Independence Health Group — together with its subsidiaries — is the leading health insurance organization in the Philadelphia region. Our mission to build healthier lives for you, your family, and your employees shapes our actions and decisions every day.
• Equal Employment Opportunity: IBX is an Equal Opportunity 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.