Operations Supervisor

Resp & Qualifications

PURPOSE:
Supervise and provides daily direction to multi-functional team members regarding training and development, policies, procedures, and work production quantity and quality. Functional areas may include but not limited to: installation, implementation, client support, client services, client administration, customer service, enrollment and eligibility, claims processing, and call center operations. Reviews and resolves complex service issues not resolvable by subordinates.

ESSENTIAL FUNCTIONS:

Supervise employee outcomes by training, assigning, scheduling, coaching, and counseling employees; communicating job expectations; planning, monitoring, and appraising job contributions; adhering to policies and procedures.
Meets operational standards by contributing information to strategic plans and reviews; implementing production, productivity, quality, and customer-service; resolving problems; identifying system improvements.
Maintains customer service objectives by monitoring daily operations; resolving claims that require manual review or technical support, enrollment or billing related customer issues. Consistently reviews systems and makes necessary adjustments where needed, including resources/staffing. Researches and resolves escalated calls, review and resolve complex claims that have not been resolved by Claims staff.
Maintains and improves departmental operations by monitoring system performance; identifying and resolving operations problems; supervising process improvement and quality assurance programs; installing upgrades.
Prepares call center, claims and or enrollment and billing performance reports by collecting, analyzing, and summarizing data and trends.
Improves call center, claims and or enrollment and billing job knowledge by attending educational workshops.

SUPERVISORY RESPONSIBILITY:
This position manages people.

QUALIFICATIONS:

Education Level: High School Diploma or GED.

Experience: 3 years related professional experience with demonstrated leadership skills.
Must have proficiency in the service, claims or enrollment & billing area.

Preferred Qualifications:
Bachelor's Degree

Knowledge, Skills and Abilities (KSAs)

Knowledge of call center operations, claims and/or enrollment and billing and work flows.
Strong presentation skills.
Highly proficient in Microsoft Office programs.
Excellent communication skills both written and verbal.
Ability to plan, review, supervise, and inspect the work of others.