Supervisor, Member Services

Who We ArePoint32Health is a leading not-for-profit health and well-being organization dedicated to delivering high-quality, affordable healthcare. Serving nearly 2 million members, Point32Health builds on the legacy of Harvard Pilgrim Health Care and Tufts Health Plan to provide access to care and empower healthier lives for everyone. Our culture revolves around being a community of care and having shared values that guide our behaviors and decisions. We’ve had a long-standing commitment to inclusion and equal healthcare access and outcomes, regardless of background; it’s at the core of who we are. We value the rich mix of backgrounds, perspectives, and experiences of all of our colleagues, which helps us to provide service with empathy and better understand and meet the needs of the communities where we serve, live, and work. We enjoy the important work we do every day in service to our members, partners, colleagues and communities. Learn more about who we are at Point32Health.Job SummaryUnder the general direction of the Manager, Member Services, the Supervisor of member Services is responsible for the direct supervision of the Member Services colleagues (Advocates, Sr. Advocates and Team Leaders). The Supervisor is responsible for maintaining up-to-date knowledge of Point32Health products and communicating changes to staff; providing accurate and thorough interpretation of Point32Health benefits, claims processes, eligibility and enrollment policies to members, staff and other internal customers. The Supervisor actively coaches, trains and monitors Member Services Advocates. The role is responsible for making recommendations and developing action plans to improve workflows, enhance the customer experience and also provide leadership and guidance to all team members. The Supervisor monitors team productivity, reports on issues, identifies opportunities for improvement, and satisfies corporate and customer service goals and objectives. The Supervisor may represent Member Services staff and their respective customers in related departmental or corporate initiatives.Job Description Team Management:Oversee daily operations of the service center team.Schedule shifts and manage attendance.Provide training and development for team members.Performance Monitoring:Track and analyze key performance indicators (KPIs).Conduct regular performance reviews of team members and provide feedback.Implement strategies to improve team performance.Customer Service:Ensure high levels of customer satisfaction.Work to ensure calls and issues are being resolved on first contactHandle escalated customer issues and complaints.Develop and implement customer service policies and procedures.Reporting and Analysis:Prepare and present reports on team performance and customer feedback.Analyze data to identify trends and areas for improvement.Use insights to make informed decisions and recommendations.Communication:Facilitate effective communication within the team and with other departments.Conduct team meetings and briefings.Ensure team members are informed about updates and changes.Quality Assurance:Monitor and evaluate calls for quality assurance purposes.Provide coaching and support to ensure adherence to quality standards.Develop and implement quality improvement initiatives.Technology and Tools:Ensure the team is proficient with contacts center software and tools.Troubleshoot technical issues and coordinate with IT support.Stay updated on new technologies and recommend upgrades.Compliance:Ensure compliance with company policies and industry regulations.Conduct regular audits and assessments.Address any compliance issues promptly.Ensure all interactions are HIPAA compliant and adhere to state and federal regulations.Continuous Improvement:Represent the voice of the customer by contributing to continuous improvement initiatives and providing feedback on member interactions and suggesting process enhancements.Other duties or projects as assigned by your managerQualifications – what you need to perform the job.Education, Certification and Licensure Required: Associate degree or equivalent work experiencePreferredBachelor’s degree or equivalent work experience preferred.Experience (minimum years required):Required3-5 years of customer service experience.PreferredPrevious supervisory experieince.Customer service experience in health care, call center or corporate office.Knowledge of medical terminology.Prior experience training and working in a virtual/remote setting.Skill RequirementsThe following skills help ensure a call center supervisor can effectively manage their team and maintain high standards of customer service.To excel as a call center supervisor, several key skills are essential:Leadership: Ability to inspire and motivate the team, providing clear direction and support.Communication: Strong verbal and written communication skills to effectively interact with team members and customers.Problem-Solving: Aptitude for identi