Member Services Supervisor

Are you looking for a dynamic position in a growing organization? Are you a people-person who thrives on cultivating new relationships over the phone and helping others? Do you want a fast-paced, team environment with room for growth? If so, VBA is looking for you.

As a full-time, Member Service Supervisor, you will oversee the Member Services call center team and serve as a point of contact for escalated issues.  The ability to multi-task and prioritize competing responsibilities, along with superior problem-solving and top-notch communication skills are necessary for success in this position. Responsible for maintaining relationships within the organization and outside vendors. Works directly with and supports the Director of Benefit Relations to implement new processes while maintaining superior service.

Salary: $48,000-$50,000 per year, contingent upon experience

ESSENTIAL JOB FUNCTIONS

• Provide direct supervision to the Member Services Team, through effective leadership and team management, to yield world class customer service 
• Assign, prioritize and delegate efficiently based on business needs and skillfulness of staff; plan, assign and direct work to balance workloads
• Analyze data for root cause analysis
• Monitor inbound call, chat and email volume to ensure defined service goals are met/exceeded
• Regularly review call recordings, chat transcripts, email responses and other assigned work to ensure compliance and quality
• Manage agent shifts and hours to ensure adequate coverage and approve Paid Time Off requests
• Promote employee development and perform annual employee reviews, checkpoints, team meetings and one-on-one meetings
• Assist with all aspects of call center and phone system – facilitating training, programming of software/hardware, perform system updates, POC with all staff and phone vendors
• Coach representatives to effectively deescalate calls and handle member concerns with one touchpoint
• Handle sensitive employee, provider and member PII and PHI, along with HIPAA compliance
• Work directly with Provider Relations Supervisor to discuss and resolve all escalated issues
• Research and resolve claim disputes and member complaints
• Participate in new hire onboarding and training
• Partner with various software development teams to define, test and deliver new software features
• Coordinate and drive cross-departmental projects
• Grow skills through progressive project work
• Identify gaps in documentation and coordinate with management
• Serve as an end user tester for software updates and upgrades
• Perform activities and functions of related lower-level personnel as assigned or required

*The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of this position.

QUALIFICATIONS

• EDUCATION: Associate degree or equivalent work experience. Bachelor’s degree is preferred.

• WORK EXPERIENCE: At least 3-5 years of full-time experience in a health-care or administrative role; 1-2 years experience managing, coaching, team building and speaking in front of a large group through video calls; 1 -2 years experience in a call center platform (Avaya, RingCentral, Genesys or similar)
• Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future.
• Must maintain a residence in Pennsylvania throughout employment.

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to work under pressure, manage multiple tasks, while remaining calm and professional
• Efficient problem solver able to apply experience to escalated issues
• Ability to establish and maintain effective working relationships; must be inclusive and approachable
• Skilled communicator and active listener; able to de-escalate difficult situations
• Proficient in MS Office Suite, Content Server, Genesys
• Ability to quickly troubleshoot technology and system issues
• Ability to monitor and evaluate quality and performance management
• Ability to plan, coordinate, and direct the work of direct reports
• Strong writing, research and analytical skills; ability to articulate thoughts clearly and concisely
• Strong problem-solving skills and ability to manage effectively through ambiguity and complex situations
• Considerable knowledge of performance evaluation and employee coaching
• Ability to follow and ensure departmental compliance and HIPAA regulations

This is a full-time position.

This position is currently remote. Our office in Carnegie, PA will remain accessible for use as needed. Selected candidate will be required to complete training in-office for the first 3 weeks of employment and must be available to report to our office occasionally for team/company meetings.

Computer and software provided by VBA. Employee must have access to reliable internet connection and a quiet workspace.

Starting salary range: $48,000-$50,000 per year, contingent upon experience

Full-time, permanent VBA employees receive an exceptional benefits package including:

• Health and Dental benefits with minimal employee contribution.
• Employer paid Vision, Short Term and Long Term Disability, and Life Insurance benefits. Vision plan offers generous allowances, no copays, and two materials per year for eligible employee and dependents.
• 401k employer matching up to 6% following six months of service, vesting after five years of service.
• Generous time off and leave package