What are the responsibilities and job description for the Supervisor Service Operations - Customer Service position at Blue Cross of Idaho?
Our Customer Service team is the key to what we "do" at Blue Cross of Idaho! Supervisors in our award-winning Customer Service call center lead by example and experience, ensuring Customer Advocates provide accurate and timely response to inquiries from members, providers and others in the contact center in compliance with corporate performance guidelines. Supervises operations, and develops procedures in support of operational effectiveness, customer service goals and objectives. The important work you'll do leading our Customer Advocates supports initiatives to increase provider and member satisfaction, is responsible for analysis of key performance metrics to identify areas in need of training and growth opportunity, as well as identifies potential workflow improvements.
This leadership position requires an onsite presence at our Meridian Idaho campus, and will support all lines of business including Government Programs/Medicare Advantage.
Required Experience: 5/ years' relevant experience; call center, claims processing, insurance billing or medical office experience is preferred:
- Organizational & time management
- Leadership, coaching, mentoring, and training
- Interpersonal, verbal and written communication, to include business writing
- Computer skills, such as Microsoft Office Suite, software applications, and intranet/internet navigation
- Problem solving; Manage multiple priorities and handle diverse activities
- Manage and lead through change; work effectively with all types of people
We'd love a Supervisor who also has:
- 2/ years’ as a CA at Blue Cross of Idaho
- Bachelor’s degree in Business or other relevant field of study
- Medical or health insurance experience
- Supervisory and/or work experience within a contact center
- Knowledge of benefit structures, contract language and interdepartmental procedures
What your days may look like:
Leaders at BCI help establish department objectives that support Organizational goals. You'll produce regular status reports, and assist in preparing budget, forecasting department needs, and help control expenditures to assure adherence to approved budgets. You'll ensure effective workflows and schedule adherence, maximize system efficiencies, monitor quality performance measures and confirm appropriate completion of work assignments. As a leader, we'll look to you to inspire change and process improvement as appropriate.
Effective communication, promoting teamwork, and fostering discussion within and across all departments is critical. You'll coordinate inter-department activities and work with the team to resolve work-related issues and concerns. Report significant problems, events, and workload fluctuations to your manager. Develop and maintain departmental policies and procedures.
Participate in skills and compliance training, coaching and motivation of employees including career path development. Assess individual employee performance and conduct timely performance appraisals. Initiate personnel actions such as hiring, disciplinary, termination and/or salary recommendations.
- Provides day-to-day oversight.
- Participates in process improvement initiatives and implements outcomes.
- Assists in the development of departmental policies, procedures, service standards and workflows.
- May partner with leaders in designing, maintaining and producing management reports to meet the company’s needs.
- Provides input and support for changes to applicable systems and processes.
- Ensures effective workflows, maximizes system efficiencies, monitors quality performance measures and confirms appropriate completion of work assignments.
- Provides guidance, counseling, coaching, and continuing education opportunities to staff. Selects, develops, mentors and assesses performance of staff.
- May participate in goal setting process for the unit and/or department.
- May participate in internal/external audits.
- Perform other duties and responsibilities as assigned.
As of the date of this posting, a good faith estimate of the current pay range is $66,353 to $92,894. The position is eligible for an annual incentive bonus (variable depending on company and employee performance).
The pay range for this position takes into account a wide range of factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, relevant experience, skills, seniority, performance, travel requirements, internal equity, business or organizational needs, and alignment with market data. At Blue Cross of Idaho, it is not typical for an individual to be hired at or near the top range for the position. Compensation decisions are dependent on factors and circumstances at the time of offer.
We offer a robust package of benefits including paid time off, paid holidays, community service and self-care days, medical/dental/vision/pharmacy insurance, 401(k) matching and non-contributory plan, life insurance, short and long term disability, education reimbursement, employee assistance plan (EAP), adoption assistance program and paid family leave program.
We will adhere to all relevant state and local laws concerning employee leave benefits, in line with our plans and policies.
REASONABLE ACCOMMODATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
Salary : $66,353 - $92,894