Member Services Processing Supervisor

Clearance Level None Category Contact Center Location Remote, Working from the USA Key Skills For Success Call Escalation Communication Mentoring Staff Problem Solving Team Leadership ##### **REQ\#:****RQ230112** ##### **Public Trust:****None** ##### **Requisition Type:****Regular** ##### **Your Impact** Own your opportunity to be on the frontlines of health innovation. Deliver for America’s health agency missions and enhance lives for hundreds of millions every day. **Job Description** ------------------- The World Trade Center Health Program is a limited federal health program administered by the National Institute for Occupational Safety and Health (NIOSH), part of the Centers for Disease Control and Prevention (CDC) in the U.S. Department of Health and Human Services (HHS). The Program provides no\-cost medical monitoring and treatment for certified WTC\-related health conditions to those directly affected by the 9/11 attacks in New York, the Pentagon, and in Shanksville, Pennsylvania**Summary:** We are seeking a Member Services Processing Supervisor to support Third\-Party Administrator (TPA) healthcare operations for a limited benefit healthcare program. The Member Services Processing Supervisor oversees daily operations related to the intake, analysis, and processing of member applications and supporting workflows, documentation, and service requests. This role ensures that high‑volume workflows are completed accurately, efficiently, and in alignment with program requirements, federal regulations, and quality standards. The supervisor provides hands‑on support to processing staff, monitors performance, ensures adherence to internal procedures, and helps maintain a consistent, high‑quality member experience across all processing activities. **Responsibilities:** * Lead and supervise a team responsible for processing and customer service related to enrollment applications, certifications, transfers, and documentation, ensuring accuracy, compliance, and timely completion. * Provide day‑to‑day oversight of work assignments, productivity monitoring, and performance coaching. * Manage inbound and outbound communication related to member documentation and processing activities, ensuring sensitive information (PII/PHI) is handled in accordance with HIPAA and program guidelines. * Train and mentor staff on policies, tools, systems, and regulatory requirements to ensure consistent and compliant processing operations. * Review completed work for quality and completeness, identifying trends, gaps, or training needs. * Interview prospective candidates and provide hiring recommendations for processing staff, maintain attendance records and support employee administration in an accurate and timely fashion. Collaborate with Member Services leadership and cross‑functional operational teams to improve processes, streamline workflows, and maintain alignment with program objectives. * Use member services tools and systems—such