Support Center Operations Supervisor

Job Summary

Leading a team to ensure customer service excellence in the support center, the full-time Support Center Operations Supervisor will manage escalations, oversee claims adjudication, and drive continuous quality improvement initiatives while working closing hours.

Key responsibilities

• Provides leadership and oversight for member and provider support, ensuring compliance with policies and regulatory requirements
• Effectively manages escalations and addresses complex inquiries related to enrollment, claims, and medical care referrals
• Hires, trains, and develops team members, holding them accountable for performance and departmental goals

Required qualifications

• At least 5 years of customer service, call center, and/or sales experience, including 3 years in a call center environment
• Strong understanding of insurance products, including Medicaid, Medicare, and enrollment processes
• Organizational and time-management skills to handle multiple projects and meet deadlines
• Ability to maintain confidentiality and comply with HIPAA regulations
• Proficiency in Microsoft Office and applicable software programs