Western Health Advantage
Member Services Supervisor I
Western Health Advantage, Sacramento, California, United States, 95828
Summary Description:
The Member Services Supervisor I is responsible for providing first-line supervision and support to the Member Services Department, leading a team of Member Services Representatives I and II. In the absence of the Customer Services Manager, the Member Services Supervisor I will support the Member Services Supervisor II and provide assistance to all levels of Member Service Representatives (MSRs) and Quality Assurance Specialists (QAs), as well as Western Health Advantage (WHA) members and partners as needed. Representative Duties:
• Promote and adhere to WHA’s Privacy and Information Security Programs. Ensure and verify that all department Workforce Members attend and complete mandatory training. Inform department Workforce Members that WHA will take disciplinary action up to and including termination of employment or assignment with WHA for violation of these privacy and security policies, procedures, and regulatory requirements. Also, that strict adherence to the related laws, rules, regulations, policies, and procedures is considered an integral part of their job performance and monitor compliance. • Support department leadership with the development and implementation of the organizational plans, strategies and annual budget. • Review and analyze department actual performance against the targeted performance objectives leveraging company data applicable to the department, available KPI (Key-Performance Reports) and other available performance measurement resources. • Work collaboratively and cooperatively with department leadership to develop and implement supplemental plans and/or strategies to mitigate departmental performance gaps to stated business objectives and/or targeted KPI (Key Performance Indicator) results. • Support department leadership with the process of aligning and documenting the department’s business priorities, goals and objectives on a quarterly and/or monthly basis so as to achieve business targets as set forth in the annual business plan. • Interface and collaborate with departmental team members, as well as other functional area leaders, on special projects and/or towards the accomplishment of company-wide business goals, objectives and project deliverables. • Effectively present departmental performance information, project updates and other miscellaneous information to a variety of internal business stakeholders. • Collaborate on the departmental staffing plans and processes to support the effective execution of the department’s and/or company’s business plans, strategies and initiatives. • Work collaboratively with Human Resources and the functional area team members to select, train, supervise and effectively performance manage direct reports. • Maintain consistently high-performance standards for all direct reports and other team members by regularly communicating business updates, coaching, counseling, disciplining and completing timely performance evaluations in accordance with the company’s Human Resources guidelines and standards. • Establish and execute personal and professional development initiatives for all direct reports and other team members and their self for the purpose of keeping current and effective in the performance of their various job duties and roles. • Respond to escalated calls from members and assist with incoming calls as needed. • Responsible for maintaining department calendar and scheduling time off requests, tracking staff attendance and any other needs of the department. • Interact with members under stressful circumstances in a fair, calm, and understanding way to obtain positive results. • Responsible for supporting the Member Services training program by reviewing and contributing to updated training materials and working directly with other departments to perform related Member Services functions. • Recommend improvements related to department policies and procedures when necessary. • Manage difficult or emotional customer situations; respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; meet commitments. • Use tact, discretion, and courtesy while addressing needs of the clients, the public, and others encounters in the course of daily duties. • Perform other duties and special projects as assigned. Qualifications:
• Associates Degree in Communications, Business Administration, or a similar discipline preferred. • 5 years’ experience in a call center role with increasing responsibilities. • Proven ability to supervise, train, plan, and implement assignments. • Previous experience working in the health care industry, specifically HMO, is required. • Intermediate computer skills, including electronic mail, routine database activity, word processing, spreadsheet, graphics, etc. • Must be able to speak, read, write, and understand the primary language(s) used in the workplace. Salary:
$68,640.00 - $72,000.00 Annually Western Health Advantage is committed to providing equal employment opportunities
to employees and applicants for employment on the basis of merit and without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, physical or mental disability, medical condition, genetic information, marital status, ancestry, military or veteran status, or any other basis made unlawful by federal or state law.
(EOE) Western Health Advantage values and supports the unique talents and strengths that each employee brings to our organization. Collaborating with the best and the brightest means a dynamic, fulfilling work experience for you — and excellent customer service for our members.
*WARNING: Please beware of phishing scams that solicit interviews or promote work-at-home opportunities, some of which may pose as legitimate companies. Please be advised that Western Health Advantage will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the to the Federal Trade Commission by selecting the ‘Rip-offs and Imposter Scams’ option.’
The Member Services Supervisor I is responsible for providing first-line supervision and support to the Member Services Department, leading a team of Member Services Representatives I and II. In the absence of the Customer Services Manager, the Member Services Supervisor I will support the Member Services Supervisor II and provide assistance to all levels of Member Service Representatives (MSRs) and Quality Assurance Specialists (QAs), as well as Western Health Advantage (WHA) members and partners as needed. Representative Duties:
• Promote and adhere to WHA’s Privacy and Information Security Programs. Ensure and verify that all department Workforce Members attend and complete mandatory training. Inform department Workforce Members that WHA will take disciplinary action up to and including termination of employment or assignment with WHA for violation of these privacy and security policies, procedures, and regulatory requirements. Also, that strict adherence to the related laws, rules, regulations, policies, and procedures is considered an integral part of their job performance and monitor compliance. • Support department leadership with the development and implementation of the organizational plans, strategies and annual budget. • Review and analyze department actual performance against the targeted performance objectives leveraging company data applicable to the department, available KPI (Key-Performance Reports) and other available performance measurement resources. • Work collaboratively and cooperatively with department leadership to develop and implement supplemental plans and/or strategies to mitigate departmental performance gaps to stated business objectives and/or targeted KPI (Key Performance Indicator) results. • Support department leadership with the process of aligning and documenting the department’s business priorities, goals and objectives on a quarterly and/or monthly basis so as to achieve business targets as set forth in the annual business plan. • Interface and collaborate with departmental team members, as well as other functional area leaders, on special projects and/or towards the accomplishment of company-wide business goals, objectives and project deliverables. • Effectively present departmental performance information, project updates and other miscellaneous information to a variety of internal business stakeholders. • Collaborate on the departmental staffing plans and processes to support the effective execution of the department’s and/or company’s business plans, strategies and initiatives. • Work collaboratively with Human Resources and the functional area team members to select, train, supervise and effectively performance manage direct reports. • Maintain consistently high-performance standards for all direct reports and other team members by regularly communicating business updates, coaching, counseling, disciplining and completing timely performance evaluations in accordance with the company’s Human Resources guidelines and standards. • Establish and execute personal and professional development initiatives for all direct reports and other team members and their self for the purpose of keeping current and effective in the performance of their various job duties and roles. • Respond to escalated calls from members and assist with incoming calls as needed. • Responsible for maintaining department calendar and scheduling time off requests, tracking staff attendance and any other needs of the department. • Interact with members under stressful circumstances in a fair, calm, and understanding way to obtain positive results. • Responsible for supporting the Member Services training program by reviewing and contributing to updated training materials and working directly with other departments to perform related Member Services functions. • Recommend improvements related to department policies and procedures when necessary. • Manage difficult or emotional customer situations; respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; meet commitments. • Use tact, discretion, and courtesy while addressing needs of the clients, the public, and others encounters in the course of daily duties. • Perform other duties and special projects as assigned. Qualifications:
• Associates Degree in Communications, Business Administration, or a similar discipline preferred. • 5 years’ experience in a call center role with increasing responsibilities. • Proven ability to supervise, train, plan, and implement assignments. • Previous experience working in the health care industry, specifically HMO, is required. • Intermediate computer skills, including electronic mail, routine database activity, word processing, spreadsheet, graphics, etc. • Must be able to speak, read, write, and understand the primary language(s) used in the workplace. Salary:
$68,640.00 - $72,000.00 Annually Western Health Advantage is committed to providing equal employment opportunities
to employees and applicants for employment on the basis of merit and without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, physical or mental disability, medical condition, genetic information, marital status, ancestry, military or veteran status, or any other basis made unlawful by federal or state law.
(EOE) Western Health Advantage values and supports the unique talents and strengths that each employee brings to our organization. Collaborating with the best and the brightest means a dynamic, fulfilling work experience for you — and excellent customer service for our members.
*WARNING: Please beware of phishing scams that solicit interviews or promote work-at-home opportunities, some of which may pose as legitimate companies. Please be advised that Western Health Advantage will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the to the Federal Trade Commission by selecting the ‘Rip-offs and Imposter Scams’ option.’