Supervisor, MS Concierge
Core
Managing concierge teams to deliver efficient member resolutions and ensure high satisfaction for older adults in a healthcare setting.
Role type
Senior IC operations supervisor (customer service)
Builds
Member resolution workflows and team performance
Domain
Healthcare / Senior Care / Medicare Advantage
Required skills
workforce management, call volume monitoring, data analysis, staff coaching, regulatory compliance, conflict resolution, hiring, performance reviews
Preferred skills
managing large teams, Medicare/HMO experience, bilingualism
Technologies
information systems
Responsibilities
Manage multiple concierge teams and assigned PMG groups; maintain business continuity through workforce management and contingency planning; monitor and adjust staffing based on call volumes; ensure customer service standards including response times and call quality; analyze data to identify service gaps and provide feedback; participate in interviewing, training, auditing, and coaching staff; resolve escalated member issues; supervise others including hiring and performance reviews
Seniority
Senior, hands-on IC