Medicare Member Services Supervisor

Job Summary

Supervising a team in a remote, full-time capacity, the Medicare Member Services Supervisor will oversee daily operations of a call center, ensuring high-quality service and compliance with CMS requirements while coaching and developing team members.

Key responsibilities

• Supervises daily activities and performance of Medicare Member Services representatives to ensure accurate and timely service delivery
• Monitors call center operations, including service levels and performance metrics, to maintain quality standards
• Coordinates the resolution of member issues with internal departments, ensuring compliance with applicable regulations and policies

Required qualifications

• High school diploma or equivalent with three years of experience in a customer service call center and four years in Medicare or related fields, or an Associate's degree with two years in customer service and three years in Medicare
• Two years of experience in a team lead or supervisory role in a customer service or call center environment
• Strong knowledge of Medicare Advantage, D-SNP, Medicaid, and CMS requirements
• Experience in healthcare compliance and health plan operations
• Ability to monitor and interpret call center performance metrics and service-level data