Supervisor, Operations

Your Role

The Commercial Customer Service team assists members in navigating their health plan and ensuring access to needed healthcare services  . The Operations Supervisor, Commercial Customer Experience will report to the Director of Commercial Customer Service. In this role you will Manage the daily, short-term, and/or long-term activities of the customer service and operations teams commercial program strategy and providing service worthy of our family and friends. Responsible for the oversight of strategic initiatives, reporting, new membership implementation strategy, quality, goals, program compliance, and results for various operational areas. Focused on connecting organizational initiatives and Commercial program strategy to the member experience. 

Job Summary

Operations and Management – Manages the daily, short-term, and/or long-term activities of the customer service and operations teams to ensure alignment with service levels and providing service worthy of our family and friends. 

Responsible for the oversight of quality, production levels, strategic initiatives, employee development, objectives, and results for various operational areas. 

Provides customers with service worthy of our family and friends in relation to enrollment, claims, member inquires, service requests, suggestions, complaints, and other operational areas. 

Your Work

 In this role your responsibilities are:

• Responsible for routine operations and people management functions within assigned operational area. 
• Ability to motivate and develop individuals into strong team members.
• Fosters a great place to work communicating clear roles and responsibilities and building successful working relationships across the organization. 
• Generally, instructs, guides and oversees work of non-exempt staff with general direction from manager. 
• Make decisions on people and operational matters consistent with goals and objectives of group. 
• Consults and makes recommendations to management on operational issues. 
• Able to impact beyond area of responsibility. 
• Understands applicable legislation/regulations and ensures team compliance. 
• Knowledge encompasses entire scope of concepts, practices and procedures within field of specialization. 
• Able to assess talent and retain team players.
• Uses concepts and abilities to manage processes and operations, including procedural changes, inventories and workload management. 
• Applies policies and procedures within health care operations. 
• Other duties as assigned.

Organizational Impact

• Plans and establishes operational objectives for team and/or job area.
• Assigns tasks to team to achieve operational targets, service standards, etc.
• Delivers operational results that impact the achievement of departmental results.
• Manages day-to-day elements of the budget (e.g., overtime for staff).

Knowledge and Experience

• Understands basic supervisory/ management approaches such as work scheduling, prioritizing, coaching and process execution. 
• Customer service experience required.
• 3+ years of call center experience preferred.
• Experience supervising a remote team preferred.
• Strong internet service required, to include at least 16 megabytes per second download and most importantly 5 megabytes per second upload.
• Typically, requires broad job knowledge of technical or operational practices within assigned discipline. 
• Requires 5 years of direct and relevant experience, with 3 years Blue Shield of California service or healthcare experience including 2 years of leadership development or proven exceptional ability to lead teams (including supervising a remote team preferred).
• Healthcare experience preferred