Member Services Supervisor

POSITION SUMMARY/RESPONSIBILITIES

Supervise, assist, and direct the activities of the team leader, senior member service representatives, and member service representatives within the Member Services Medicare call center. Perform annual performance reviews of assigned staff. Responds to issues escalated from staff regarding information, education, issues, or complaints providing solutions to problems in accordance with health plan’s policies and procedures. Develop and implement methods to improve customer service within the call center. Ensures compliance with the Health Insurance Portability and Accountability Act (HIPAA) related policies regarding all aspects of operations within the Member Services Medicare call center. Review, share and train staff on any updates from Centers for Medicare and Medicaid Services (CMS).

EDUCATION/EXPERIENCE

A minimum of three-year college level work in business, health care administration or related work is preferred. Customer service experience preferred, health care resolving experience helpful but not required. Minimum of three years supervisory experience in a health maintenance setting preferred.