Healthcare Call Center Supervisor (Insurance Services)

Company Description

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok.

Job Description

The Healthcare Call Center Supervisor (Insurance Services) (Supervisor, Insurance Analyst) provides leadership, support, and supervision for the Insurance Analyst team . This individual is a subject matter expert on commercial pharmacy, major medical, and government insurance plans, prior authorizations, appeals, and alternate coverage referrals. The supervisor ensures that all day to day activities of the team operate smoothly and seamlessly to provide the best customer experience for physician offices and ultimately patients. This position is responsible for ensuring all performance metrics, workload deliverables and customer services activities are completed in alignment with a high touch business model.

• Supervise and oversee insurance analysts responsible for verifying new patient insurance benefits and handling claim rejections. Work proactively with staff and cross-functional groups to develop creative
• Partner with Leads to monitor work flow and adjust workload and staffing requirements to ensure that all activities are addressed in a timely and efficient manner.
• Monitor calls and perform case reviews to ensure accuracy of information, adherence to policies, and excellent customer service. Provide additional coaching and training to individuals as needed. Meet regularly with direct reports to provide direct feedback on their performance and progress against goals. Responsible for writing and communicating performance reviews.
• Perform administrative tasks such as work hour scheduling, attendance monitoring and counseling, vacation request scheduling, and overtime scheduling. Participate in the hiring process and handle all employee issues for their direct reports.
• Use effective coaching and management techniques to maintain a highly motivated and interactive work staff.
• Meet or exceed department standards relative to performance metrics. Take responsibility and accountability for the day-to-day execution of tasks and is responsible for providing periodic progress reports on goals and metrics. Provide activity metrics, status updates, and local payor intelligence information to management per established guidelines. Elevate issues as appropriate.
• Consistently build and maintain collaborative relationships cross-functionally to ensure a seamless customer experience for patients and physicians.
• Identify process improvements to increase operational efficiencies and develop action plan for execution. Assist with the implementation of new projects and products within the Pharmacy.
• Understand and comply with all required training, including adherence to applicable federal, state, and local pharmacy laws, HIPAA and privacy policies and guidelines, and the policies and procedures of the business. Perform additional tasks, activities, and projects as deemed necessary by management.

Qualifications

• Bachelor Degree.
• 3-5 years of experience in the healthcare industry with knowledge in reimbursement, billing, prior authorization, appeals, and specialty pharmacy operations.
• English proficiency C1
• Demonstrated strong, accurate technical skills. Must be detail oriented. Must have a thorough understanding and knowledge of commercial and government pharmacy and medical insurance programs, billing, alternate funding resources, reimbursement processes, prior authorization and appeal filings, and specialty pharmacy operations.
• Proven leadership and coaching skills. Demonstrated ability to lead and participate within a team, manage multiple priorities and meet associated timelines while maintaining accuracy.
• Must have professional written and verbal communication skills to interact with and build and maintain relationships with all levels of the organization. Must maintain a positive service image at all times even when dealing with challenging issues and unsatisfied customers.
• Proven organizational, time management, and problem solving skills, elevating to management when appropriate.
• Skilled with the use of the Microsoft Office suite and the ability to use and effectively learn and navigate other computer systems. Desired
• 1-2 years supervisory experience in a call center, large physician, managed care, or healthcare insurance setting.

Additional Information

At AbbVie, we are committed to cultivating a workplace culture that promotes inclusion, diversity, and personal growth. We recognize that our collective success is built on the individual well-being of our employees, which is why we have designed a benefits package that considers every aspect of their lives.

• Enhanced Health and Wellness Coverage: Our administrative staff enjoy comprehensive medical and dental insurance, providing peace of mind for you and your loved ones.
• Extended Vacation: We believe in balancing work and personal life for our administrative team. That's why we offer additional vacation days, beyond the legal requirements.
• Flexible Hybrid Work Model: For eligible positions within our administrative staff, we adopt a hybrid work scheme that allows the convenience of working from home two days a week.
• Life Insurance: Secure your family’s future with our life insurance policy.
• Employee Assistance Program (EAP): Access professional support with our comprehensive EAP, offering psychological, legal, and financial counseling.
• Onsite Health Services: Benefit from the convenience of having a company doctor and physiotherapy services, demonstrating our commitment to your health and wellness.
• Community and Social Involvement: Make a difference with a paid volunteer day, allowing you to contribute to the community during company working hours.
• Employee Stock Purchase Plan: Participate in the success of our company by purchasing shares at a special price exclusive for employees.
• Subsidized Transportation and Meals: Enjoy easy transportation and meals with our subsidized transport and cafeteria services.
• Solidarity Association: Join a community focused on mutual support and enjoy the benefits of being a member.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community.  Equal Opportunity Employer/Veterans/Disabled. 

• US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html
• US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:
• https://www.abbvie.com/join-us/reasonable-accommodations.html