Supervisor, Member Services - Public Plans
Watertown , Massachusetts
November 21, 2017

Under the general direction of Manager of Public Plans Member & Provider Services, the Member Services Supervisor supervises, mentors, and evaluates the member queue staff. This person selects, orients, and develops representatives and team leads, coordinates appropriate staffing with operations, and resolves problems in accordance with policies and accepted practice. In addition to insuring accurate technical information, the THPP Member Services Supervisor is responsible for resolution of complex customer inquiries, the facilitation of problem resolution, and consistently meeting or exceeding customer's expectations. The THPP Member Services Supervisor works with her/his team to ensure outstanding service as a means to build customer loyalty, improve customer retention, and satisfy corporate customer service goals and objectives. The Supervisor, working closely with the Manager and the extended management team, participates in defining and executing department strategies and planning activities. In addition this supervisor may manage or collaborate with the Manager/Director on strategic projects associated with providing superlative member service.

Staff Development
* Manage staff including supervision, assigning work, professional development, performance evaluationrecruitment and coaching/mentoring
* Provide call coaching, constructive feedback and direction to staff to ensure consistent customer service
* Perform ongoing performance monitoring in order to ensure achievement of quality, adherence and productivity standards
* Work with staffing operations to identify opportunities to improve efficiency and the attainment of Service Level Agreements (SLA's)
* Develop policies, procedures and guidelines to support consistent delivery of services
* Work with the Team Leads to ensure reliable queue coverage and adequate oversight
* Ensure a positive, collaborative working environment for the team
* Hire, discipline and do annual performance evaluations for all staff
Escalation/ Process Improvement
* Creatively solves complex member issues as efficiently as possible by leveraging available systems, reaching out to other departments and research as needed
* Provides updates/documentation as needed to clarify difficult or complex issues
* Interacts and forms contacts with other staff, particularly with key departments, to identify opportunities and develop processes to improve member satisfaction and administrative efficiency
* Evaluate opportunities to improve processes, systems or workflows in order to improve the customer experience
* Become familiar with compliance standards and perform continuous evaluation of potential compliance risks in day-to-day work
Departmental Strategy/ Planning
* Provide leadership for projects within Member/Provider Services and for THPP Departmental and Corporate initiatives,
* Participate in projects and programs as needed.

A little about us:
Founded in 1979, Tufts Health Plan is nationally recognized for its commitment to providing innovative, high-quality health care coverage.

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