Welcome to a team of caring and passionate people who work each day to meet the needs of our members and clients. At Health Benefits (a subsidiary of Health Care Service Corporation), you will be part of an organization committed to offering custom services to self-funded health benefits plans that manage costs – without compromising benefits – by offering innovative solutions, flexibility, transparency and customer support. This is an exciting time to join our team and enhance our culture that emphasizes caring, diversity and inclusion, mutual respect, collaboration and service to our communities.

Health Benefits is looking for a dynamic and passionate Customer Service Supervisor. The Customer Service Supervisor is responsible for the day-to-day supervision and management of a team of Customer Service Representatives enabling the team to deliver exceptional service to clients, employees/members, and providers. Responsibilities include, but are not limited to, successful achievement of client service expectations, Health Benefits service objectives and staff development. The Supervisor is responsible for handling escalated issues, advising team members regarding service procedures, and providing support to ensure all department goals are met. Direct reports include both Senior Customer Service Representatives and Customer Service Representatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage, monitor, track and report performance of Customer Service Representatives to ensure all service objectives are achieved.
• Monitor call flow and statistics real-time through the Call Management System (CMS) and adjust staff as needed based on staff availability and business need.
• Handle personnel matters including mentoring, coaching, motivating, performance management and feedback, recognition, performance evaluation and time tracking of direct reports.
• Provide input into compensation and promotion increases.
• Regularly communicates with team via unit meetings and one-on-one meetings with team members
• Mentor and develop leaders within team.
• Interview and recommend viable candidates for job openings.
• Collaborate with location/region trainers to orient and develop new Customer Service Representatives, assess new Representative performance and training needs, timely and effectively implement new policy and procedure, and assess ongoing training needs.
• Resolve client, employee/member, or provider issues regarding escalated or complex issues.
• Interface with Client Management Team to ensure successful implementation of new clients and retention of existing clients.
• Effectively communicate and advise staff on client benefits and other unique provisions of clients.
• May participate in client meetings on occasion.
• Other duties as needed/assigned.

QUALIFICATIONS:

• Minimum 3 - 5 years customer service call center experience
• Previous supervisory or management experience preferred
• Self-directed individual who works well with minimal supervision
• Excellent verbal and written communication skills
• Strong leadership, organizational and interpersonal skills
• Ability to work effectively with employees/members, providers, clients and differing levels of co-workers including Client Managers and all levels of staff
• Ability to use common sense understanding to carry out instructions furnished in oral, written or diagram form
• Ability to effectively deal with problems in varying situations and reach resolution
• Ability to read, analyze and interpret documents
• Flexible; open to continued process improvement
• Ability to learn new/proprietary systems, to adapt to various system platforms, and to effectively use MS Excel/Word
• Bachelor’s degree preferred
• Experience leading or working in a fast paced call center
• Experience will call center scheduling and call flow management
• Self-Funded Insurance/Benefits and/or TPA experience preferred
• Must be able to work a flexible 37.5 hr. work week between the hours of 9:00 am - 5:00 CT, but also work a rotational later shift on a quarterly basis.

Come join Health! Join a team that will not only utilize your current skills but will enhance them as well. Benefits include health/dental/vision, life insurance, FSA and HSA, 401(k) plan, Employee Assistance Program, and other health and wellness initiatives.

If you are a CO, NY or CA resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, sexual identity, age, veteran or disability.