Supervisor - Operations (Behavioral Health- Hybrid PA, DE, NJ)

About the role

The Supervisor of Operations is responsible for administration of the Operational Unit within Customer Service. This role supervises and implements departmental functions, policies, and procedures with all internal and external contacts. The incumbent must possess tact, diplomacy, and professionalism to effectively handle all internal and external issues.

Responsibilities

• Evaluates effectiveness and efficiency of operational areas and acts 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.
• Maintains department standards to ensure optimal customer support.
• 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.
• Collaborates with all internal and external contacts.
• Compiles and prepares required data for reports.
• 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 paths of staff.
• Ensures that department systems and supports are operational.
• Performs all other appropriate responsibilities and duties as assigned.

Requirements

• Undergraduate degree is preferred plus a minimum of one (1) year of relevant experience.
• (5) years of related insurance operations experience.
• Behavioral health experience preferred, but not required.
• 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.
• An Android or iOS device which is compatible with the free Microsoft Authenticator app.
• 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).

Benefits

Hybrid model: Associates work in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the “Hybrid” model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey or Pennsylvania.

Pay

Details on pay are not specified in the job posting.

Schedule

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).

Qualifications

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.

Skills

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 ability to identify and resolve staff and customer problems. Must be able to prioritize work in an environment that changes frequently. Demonstrated time management skills.

Inclusion and Belonging

At IBX, everyone can feel valued, supported, and comfortable to be themselves, and all associates have a fair opportunity to achieve their full potential. We put these principles into action every day by acting with integrity and respect. Celebrating and embracing diverse thoughts and perspectives that make up our workforce means our company is more vibrant, innovative, and better able to support the people and communities we serve.

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.

Agency Disclaimer

All resumes submitted directly to an Independence Blue Cross employee from a vendor via email, the Internet or in any other form without a valid written search agreement in place for this position from the Independence Blue Cross Family of Companies Human Resources Department will be deemed the sole property of Independence Blue Cross and the Independence Blue Cross Family of Companies. Please note that no fee will be paid in the event the candidate is hired by Independence Blue Cross or the Independence Blue Cross Family of Companies as a result of the referral or through means other than our established process.