Supervisor, Quality Assurance Benefit Config

Responsibilities

• Oversee roles within the Quality Assurance team to support accurate and timely configuration and data transfers of client hierarchy, benefits, and networks.
• Provide superior customer service utilizing a high-touch, customer centric approach focused on collaboration and communication.
• Ensure team efforts delight the customer.
• Cultivate a positive team atmosphere.
• Outreach and collaborate with business partners for day-to-day work and contribute to action plan creation.
• Partner with Sr. Manager to support client relationships across multiple lines of business and various complexity levels.
• Run department Kanban board(s) and huddles, including sizing of work requests.
• Responsible for capacity reporting and production control numbers.
• Populate client trackers regarding status of requests, barriers, and resolution for service excellence.
• Resource assignment of day-to-day work, audits, and root cause analysis/CAP.
• Address barriers of direct reports by guiding and influencing discussions while maintaining a forward-thinking approach.
• Maximize the skillset of the department through volumes of high workload to maintain claim adjudication accuracy for client and member satisfaction.
• Responsible for performance measures and workload monitoring of direct reports.
• Perform 1:1s to elicit feedback from department associates, provide mentorship, discuss career development, address performance, and provide workload and project guidance.
• Address escalations from direct reports, along with contributing to action plans.
• Perform workforce management duties for direct reports, including, but not limited to, overtime needs, time out of the office and time tracking.
• Provide technical/operations support for audits involving configuration and/or data file information.

Qualifications

• Bachelor’s degree or equivalent work experience is required.
• 4 years of relevant experience required.
• Knowledge of one or more responsibilities as defined above is strongly preferred.
• Professional PBM industry work experience is preferred.
• Knowledge of applicable data privacy practices and laws is preferred.
• Healthcare industry practices and HIPAA knowledge would be a plus.
• Experience as a member of a multi-disciplinary team is a plus.
• Understanding of human resource management principles, practices, and procedures would be a plus.
• Participate in, adhere to, and support compliance program objectives.
• The ability to consistently interact cooperatively and respectfully with other employees.