Member Services Supervisor
Core
Lead, coach, and develop a team of Care Advocates to support members through their healthcare journey, resolving escalations and improving service operations.
Role type
Team Lead / Supervisor in Member Services
Builds
Member care operations and service delivery for healthcare members
Domain
Healthcare / Member Services
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership and coaching, conflict resolution, process improvement, data analysis, change management, stakeholder communication, operational execution, Microsoft Office proficiency, healthcare or insurance experience
Preferred skills
InContact and NiCE experience, Lean basics, digital tools and automation experience, leading teams through change
Technologies
Microsoft Teams, Excel, PowerPoint, Outlook, InContact, NiCE
Responsibilities
Recruit, develop, and retain top talent while coaching Care Advocates to improve performance; Lead effective 1:1s to set expectations and build growth plans; Use performance data to improve service quality and team results; Identify inefficiencies and streamline workflows; Lead the team through change initiatives and sustain new ways of working; Manage schedules and phone coverage to support service levels; Handle second-level member escalations and resolve service issues; Analyze reports on workload and quality metrics to recommend improvements.
Seniority
Mid-level Supervisor