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We're excited about the potential people bring to our organization. You can grow your career here while enjoying first-class perks, benefits and a culture that fosters growth, innovation and collaboration.
Overview
The Supervisor, Provider & Member Services will be responsible for developing and maintaining the department’s call center goals as defined by senior management. They will be responsible for enhancing customer relationships by increasing satisfaction through leadership of assigned servicing team. The Supervisor shall function to promote teamwork and accountability in a performance-based work environment and represent the department on cross-functional teams when necessary. Duties will include, but are not limited to, hiring, staff training, monitoring workflow, identifying process improvement, performance evaluations, and mentoring and managing personnel issues for assigned team members. The Supervisor will be responsible and accountable for the overall quality, performance, customer satisfaction and goals of the servicing department. The Supervisor will work closely with all areas of internal operations, support services and human resources to ensure proper staffing, quality delivery, appropriate training and re-training and staff development.
Qualifications
Associates degree required. Bachelor’s degree preferred. An additional two (2) years of experience will be considered in lieu of degree.
Four (4) years of experience in pharmacy/customer service call center field required. Experience in pharmacy on-line claims billing preferred.
One (1) year of progressive leadership/management responsibility required.
Experience in operational setting with demonstrated results managing large staff in a performance-based environment.
Excellent communication skills with the ability to influence and work cross-functionally and collaboratively.
Ability to develop, motivate, coach and mentor others in a performance-based environment.
Ability to clarify and educate staff and consumers on products, plan benefits, procedures, and organizational policy.
Strong conflict management skills with the ability to identify, research and resolve.
Proficiency in navigating window-based applications.
Proven examples of displaying the PBD values: Trusted Advisor, Innovative, Excellence, Guardianship, Dedication and Caring.
Essential Accountabilities
Manage the performance of the servicing contact center daily. Accountable for managing critical performance objectives and quality measures for the servicing team. Convey understanding, importance, and implications of all measures to established team.
Analyze and interpret operational data to identify and implement changes in quality, productivity, compliance, and efficiency to reduce rework and ensure compliance with regulations and department goals.
Provide objective and consistent delivery of performance measurement, coaching and mentoring of staff.
Provide leadership to ensure member information is kept confidential through verification, access, and restriction of information when appropriate.
Facilitate communication to staff regarding ongoing corporate initiatives by representing the department in cross functional meetings and assist in the decision-making process to ensure that the needs of the department are being met.
Work collaboratively with marketing and client/account teams to define, implement, and measure outreach and education programs.
Active leadership role in meetings regarding formulary changes, employer benefit changes, mailing, etc. Communicate changes and implications to staff to ensure consistent and accurate communication to stakeholders.
Provide leadership and direction to ensure “Top Box” satisfaction is received by all constituents. Develop and implement corrective action plans as required to ensure the highest level of departmental quality.
Provide leadership and direction to training unit to ensure proper new hire training, re-training and on-going staff development. Provide career pathing roadmap for high performers.
Immigration or work visa sponsorship will not be provided for this position
Hiring Compensation Range: $63,000 - $68,000 annually
Compensation may vary based on factors including but not limited to skills, education, location and experience.
In addition to base compensation, associates may be eligible for a scorecard incentive, full range of benefits and generous paid time off. The base salary range is subject to change and may be modified in the future.
As an Equal Opportunity / Affirmative Action Employer, Independent Health and its affiliates will not discriminate in its employment practices due to an applicant’s race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship and immigration status, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law. Click here (http://www.independenthealth.com/about/careers/additional-eeo-aap-information) for additional EEO/AAP or Reasonable Accommodation information.
Current Associates must apply internally via the Job Hub app.
The Independent Health Family of Companies, headquartered in Buffalo, NY, serves nearly 400,000 members and provides innovative health care products and benefits designed to engage consumers in their health and well-being. Established in 1980, our comprehensive portfolio includes Pharmacy Benefit Dimensions, Reliance Rx, Nova Healthcare Administrators, Care for You and the Independent Health Foundation.
Our culture sets us apart. Our core values drive who we are and the work we do. As a member of our family, you’re part of something special, in your work and in the community.
We understand and appreciate that everyone has unique experiences, perspectives and identities which is why we pledge to create a safe space where all people and ideas are welcomed. We are here to continue learning and to generate important dialog.
We are committed to doing what matters most - reaching out, working together, and caring for our community. A healthy community benefits everyone who lives in it. You too can be part of making difference in the lives of others, together we achieve so much more. Please click here (http://www.independenthealth.com/about/community-report) to view our Community Reports.
Apply today and join us on the journey to a happier, healthier, and more inclusive community.
We are a drug-free workplace. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. An applicant for employment in need of an accommodation to participate in the application and recruitment process should contact Human Resources at: accommodations@independenthealth.com or Human Resources, 511 Farber Lakes Drive, Williamsville, NY 14221.
Please note, we do not accept unsolicited resumes. We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.