Service Operations Supervisor (Shift 10:00 am -6:30 pm or 10:30 am-7:00 pm EST)

📋 Description

• • Lead and manage a team of Operations and Customer Service associates to ensure exceptional service delivery and operational efficiency.
• • Oversee the daily workflow, performance, and productivity of assigned staff, ensuring alignment with Health Advocate’s high standards, policies, and member-first philosophy.
• • Drive team performance by setting clear expectations, providing daily direction, and managing workload distribution for service calls and case assignments.
• • Foster a culture of accountability and continuous improvement through structured coaching, performance evaluations, and targeted development plans.
• • Monitor and audit calls and case files daily to ensure adherence to quality standards and to drive timely and accurate resolution of member issues.
• • Proactively manage backlogs and key operational metrics to maintain efficiency and meet service level agreements.
• • Identify and address performance gaps within the team through effective coaching, feedback, and performance management strategies.
• • Escalate complex cases and critical issues through appropriate channels in accordance with company policy, collaborating with subject matter experts and internal departments as needed.
• • Provide leadership and operational oversight for assigned cases, ensuring they are handled with the utmost care and efficiency.
• • Coordinate cross-functionally with various internal departments to facilitate the resolution of intricate member issues and to enhance service delivery processes.
• • Ensure all administrative functions for the assigned operations unit are managed effectively, providing organization and direction for all service calls and caseload assignments.
• • Monitor workflow closely to maintain optimal productivity and adherence to service standards, making adjustments as necessary to meet demand.
• • Conduct on-the-job training and provide ongoing guidance to associates, leveraging deep knowledge of healthcare services and benefits.
• • Mentor team members to enhance their benefit consultation and case management skills, empowering them to provide superior support to members.
• • Evaluate individual and team performance, delivering constructive and actionable feedback to support professional growth and development.
• • Support the career aspirations of assigned staff, identifying opportunities for advancement and skill enhancement within the organization.
• • Routinely assess the quality of service calls and case management procedures, identifying areas for improvement and implementing best practices.
• • Audit case files meticulously to guarantee accuracy, compliance with regulations, and achievement of target resolutions.
• • Recommend strategic process improvements to the Operations Manager, contributing to the continuous enhancement of operational workflows.
• • Escalate any issues that have the potential to negatively impact service delivery or member satisfaction to the appropriate leadership levels.
• • Offer expert healthcare benefit and claims consultation support to internal departments when required, acting as a subject matter expert.
• • Guide associates on navigating and resolving complex benefit and claims-related cases, ensuring they have the resources and knowledge to assist members effectively.
• • Ensure team members are proficient in explaining intricate benefit details, claims processes, and coverage concepts clearly and concisely to members.
• • Establish and maintain strong, professional relationships with both internal and external customers, fostering a collaborative and supportive environment.
• • Work collaboratively with team members to achieve collective goals and successfully complete assigned tasks, promoting a team-oriented approach.
• • Deliver exceptional quality customer service that consistently exceeds member expectations, reinforcing Health Advocate’s commitment to service excellence.
• • Treat all internal and external stakeholders with dignity, respect, and professionalism, upholding the company’s values.
• • Escalate situations that fall outside the scope of the supervisor's authority to the appropriate leadership for resolution, ensuring timely and effective management of all issues.
• • Contribute to an award-winning team environment, upholding the company's reputation for excellence in customer service and healthcare advocacy.
• • Uphold Health Advocate's mission to make healthcare easier for members by ensuring they receive the care they need through expert support and operational excellence.
• • Embrace the opportunity to lead a team that makes a measurable and meaningful impact on the lives of members navigating complex healthcare systems.
• • Drive operational discipline to protect quality outcomes and ensure members receive accurate and timely assistance.
• • Participate in the selection, counseling, and discipline processes for team members, contributing to a high-performing and engaged workforce.
• • Ensure balanced caseload distribution and staffing alignment to optimize team efficiency and prevent burnout.
• • Maintain a focus on member-first expectations in all aspects of team operations and individual performance.