Job Description

Job Description

Member and Provider Services Supervisor

*Health Insurance / Benefits exposure needed*

Harrison Gray Search has partnered with a leading Third-Party Administrator (TPA) to identify a Member and Provider Services / Inbound Call Center Supervisor. This role is responsible for providing leadership and coordination within the call center department, ensuring high-quality service to members and providers in accordance with established service level agreements. The Member and Provider Services Supervisor leads a team dedicated to managing inbound and outbound calls, as well as correspondence from members and providers. The Supervisor ensures service excellence, oversees daily operations, and provides the tools and support needed for team success.

Key Highlights:

• Monthly metric bonuses based on performance
• No selling, no weekends
• Monday–Friday schedule
• Comprehensive benefits: Health, Dental, Vision, Life Insurance, Paid Time Off, Paid Holidays, and Paid Training

Essential Duties and Responsibilities:

• Participate as a member of the management team, contributing to strategy, budgeting, staffing projections, and quality improvement
• Foster a culture of exceptional service and transparency in reporting results, trends, and issues to senior management and clients
• Monitor phone systems and team queues to ensure service levels (e.g., percentage of calls answered in 45 seconds, average speed to answer, hold time, abandon rate) are consistently met
• Support the team during peak periods by handling calls as needed
• Manage team staffing based on call patterns, service trends, and attendance to meet required service levels
• Ensure timely responses to messages and scheduled outbound calls within one working day
• Oversee follow-up on open calls and correspondence, ensuring updates are provided to members and providers
• Maintain expertise in all facets of the client being serviced, including programs, plans, and policies
• Collaborate with documentation and training staff to keep reference materials accurate and efficient
• Establish clear communication and escalation standards within the team
• Ensure all team members adhere to privacy and accuracy standards, and address quality issues with auditors as needed
• Act as a liaison with clients for the escalation of service issues and program questions
• Assist in developing departmental policies and procedures

Supervisory Responsibilities:

• Supervise 2+ employees in a growing department

Performance Expectations:

• Team Telephone Service Levels: At least 90% of calls answered by a live representative within 45 seconds; average speed to answer under 40 seconds; abandon rate below 5%
• Individual Production: Minimum of 150 transactions (calls or written responses) per week
• Team Quality: At least 3 calls per representative audited, with an overall team score of 93% or higher
• Team Satisfaction: Annual client satisfaction survey score of at least 4 out of 5

Qualifications, Experience, and Competencies:

• Minimum 2 years in a supervisory role within an inbound customer service center, preferably in health insurance or benefits
• At least 5 years of experience in an inbound customer service center, including representative, supervisor, or auditor/trainer roles
• Strong organizational, interpersonal, and motivational skills
• Excellent written and verbal communication abilities

Computer Skills:

• Proficiency with MS Word, Access, PowerPoint, Excel, and Outlook

Work Environment:

• Office-based role requiring active communication, computer use, and occasional lifting up to 30 pounds.

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