Support Center Operations Supervisor

Job Summary

Leading a team dedicated to exceptional customer service, the full-time Support Center Operations Supervisor will oversee member and provider support, manage escalations, and drive continuous quality improvement initiatives while ensuring compliance with regulatory requirements.

Key responsibilities

• Provides leadership and oversight for the support center, ensuring exemplary service delivery and accountability for performance outcomes
• Effectively manages escalations and addresses complex member inquiries related to enrollment, claims, and benefits
• Hires, trains, and develops team members, fostering a culture of accountability and high-quality customer service

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
• Proficient in Microsoft Office and applicable software programs
• Ability to maintain confidentiality and comply with HIPAA regulations
• Demonstrated ability to establish positive work relationships across various stakeholders