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Supervisor, Member Services - Senior Products

Company: TalentBoost (Point32Health)
Location: Chestnut Hill
Posted on: November 26, 2022

Job Description:

Under the general direction of TMP Customer Relations Manager the CR Member Supervisor supervises, mentors, and evaluates the member queue staff. - This person selects, orients, and develops representatives and team leads, coordinates appropriate staffing with operations, and resolves problems in accordance with policies and accepted practice. In addition to insuring accurate technical information, the TMP CR Member Supervisor is responsible for resolution of complex customer inquiries, the facilitation of problem resolution, and consistently meeting or exceeding customer's expectations. - The TMP CR Member Supervisor works with her/his team to insure outstanding service as a means to build customer loyalty, improve customer retention, and satisfy corporate customer service goals and objectives. - The Supervisor, working closely with the Manager and the extended management team, participates in defining and executing department strategies and planning activities. - In addition this supervisor may manage or collaborate with the Manager/Director on strategic projects associated with providing superlative member service.Job DescriptionKEY RESPONSIBILITIES/ESSENTIAL FUNCTIONSStaff Development

  • Manage staff including supervision, assigning work, professional development, performance evaluation, recruitment and coaching/mentoring, -
  • Provide call coaching, constructive feedback and direction to staff to ensure consistent customer service,
  • Work with staffing operations to identify opportunities to improve efficiency and the attainment of SLA's,
  • Develop policies, procedures and guidelines to support consistent delivery of services
  • Work with the Team Leads to insure reliable queue coverage and adequate oversight, -
  • Ensure a positive, collaborative working environment for the team
  • Hire, discipline and do annual performance evaluations for all staff. - - - - -Escalation/ Facilitation
    • Creatively solves complex member issues as efficiently as possible by leveraging available systems, reaching out to other departments and research as needed.
    • Provides updates/documentation as needed to clarify difficult or complex issues.
    • Interacts and forms contacts with other THP staff, particularly with key departments, to identify opportunities and develop processes to improve member satisfaction and administrative efficiencyDepartmental Strategy/ Planning
      • Provide leadership for projects within Customer Relations and for TMP Departmental and THP Corporate initiatives,
      • Participate in projects and programs as needed.RequirementsQualifications (Minimum education & experience level required):
        • Bachelor's degree preferred or equivalent relevant work experience is required. - Excellent verbal and written communication skills generally acquired through college or other advanced education are required. Minimum of one - two years of supervisory experience, preferably in a call center. Familiarity with Medicare Advantage plans highly desired.
          Skill requirements (include complexity of position and specify whether the job regularly requires independent judgment and discretion):
          • Proficiency with MS Windows. - Proficient keyboard skills. - Strong verbal and written communication skills. - Requires strong organizational skills as well as the ability to research and resolve issues. - Basic math, grammar, and spelling are required. - Knowledge of medical terminology is preferred. - Ability to work under pressure and with attention to changing priorities. - Demonstrated leadership skills.
            Management Skills
            • Ability to supervise a team of entry level staff of 40- 45,
            • Strong leadership and mentoring abilities,
            • Excellent communication both verbal and written,
            • Employs active listening skills, demonstrates patience, and is able to handle complex personnel issues tactfully, courteously and professionally.Technical/Functional Skills:
              • Demonstrates solid technical skills and possesses thorough knowledge of TMP processes that impact the members,
              • Knowledgeable in all state and federal mandates including, but not limited to, HIPAA, CMS guidelines and Appeals and Grievance processes.
              • Demonstrates ability to learn additional product knowledge to support special initiatives or programs as they occur.
              • Strong understanding of THP computer and telephone systems.
              • Clear understanding of call center metrics and best practices to achieve optimal performance,
              • Accesses efficiently all resource materials needed to effectively and accurately interpret, respond, and resolve customer inquiries and concerns.Successful Work AttributesPassion for Service:
                • Demonstrates a commitment to consistently exceed members' expectations.
                • Strives to meet or exceed department established quality service standards.Team Player:
                  • Able to interact in a collaborative and professional manner with other members of the CR Team. - This includes other supervisors, team leads, operations staff and representatives from other departments
                  • Ability to see the larger business needs of Medicare Preferred even when that need may create issues and/or challenges for the Customer Relations areaInterpersonal skills (include personal interaction):
                    • Must be able to work cooperatively as part of a team. - Requires strong interpersonal skills and an ability to provide excellent customer service in order to promote a positive company image. - Must be able to effectively communicate with internal and external customers in verbal and written format.
                      What we build together changes our customer's health for the better. We are looking for talented and innovative people to join our team. Come join us!Please note: As of January 18, 2022, all employees - including remote employees - must be fully vaccinated. This position will require the successful candidate to show proof of full vaccination against COVID-19. Point32Health is an equal opportunity employer, and will consider reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state, and local law.About Us:Point32Health is a leading health and wellbeing organization, delivering an ever-better health care experience to everyone in our communities. Building on the quality, nonprofit heritage of our founding organizations, Tufts Health Plan and Harvard Pilgrim Health Care, we leverage our experience and expertise to help people find their version of healthier living through a broad range of health plans and tools that make navigating health and wellbeing easier.At Point32Health, we're working to reshape the world of health care by pushing past the status quo and delivering even more to the diverse communities we serve: more innovation, more access, more support, and healthier lives. And we want people like you on our side to make it even better.This job has been posted by TalentBoost on behalf of Point32Health. TalentBoost is committed to the fundamental principle of equal opportunity and equal treatment for every prospective and current employee. It is the policy of TalentBoost not to discriminate based on race, color, national or ethnic origin, ancestry, age, religion, creed, disability, sex and gender, sexual orientation, gender identity and/or expression, military or veteran status, or any other characteristic protected under applicable federal, state or local law.Req ID: -R5131

Keywords: TalentBoost (Point32Health), Boston , Supervisor, Member Services - Senior Products, Other , Chestnut Hill, Massachusetts

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