Customer Care Supervisor

Provide front line leadership and direction to customer care staff. Fully funded, Self-Funded, Individual Market or Provider team to ensure that the quality and productivity goals and standards of Priority Health are being met. This is a people development role focused on providing continuous feedback to the staff regarding individual performance, and overall departmental performance. Continual assessment and recommendation of opportunities to improve the overall performance of the department and individual team members.

• Serve as coach, facilitator and motivator to the customer care staff. Remove barriers that result in team not achieving both individual and group objectives

• Ensure that individual one-on-one meetings are scheduled monthly to discuss performance results, service and operational issues and provide team members the opportunity to explore alternative approaches to exceed the current performance levels both individually and as a group.

• Listen to a minimum of one call, per team member, each month and document as outlined in the Quality guidelines.

• Identify training requirements for individual team members and overall team training needs.

• Effectively educate the team on an ongoing basis relative to day-to-day changes, company initiatives and communications (internal and external) that may directly affect their interpretations of policy change or benefit clarifications to members, employers and the Priority Health staff.

• Ensure all benefit language; policies and procedures outlined in the Certificate of Coverage and the Provider Manual are interpreted accurately within the team.

• Facilitates problem resolution, provides timely and accurate answers to Member or Provider's questions and issues.

Required

• Bachelor's Degree or equivalent, or 5 years of experience in health care or insurance industry.
• 4 years of related experience in Member or Provider customer service roles

Preferred

• Lead/team coordinator experience in an insurance setting.
• Previous leadership experience coaching, motivating and developing team members in a call center setting.

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

• Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.

• On-demand pay program powered by Payactiv

• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!

• Optional identity theft protection, home and auto insurance, pet insurance

• Traditional and Roth retirement options with service contribution and match savings

• Eligibility for benefits is determined by employment type and status

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CURRENT COREWELL HEALTH TEAM MEMBERS - Please apply through Find Jobs from your Workday team member account. This career site is for Non-Corewell Health team members only.

Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.

An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.

You may request assistance in completing the application process by calling 616.486.7447.