Responsible for overseeing the daily tasks and workflow of assigned team of associates/ specialists by providing direction and structure and aiding to answer questions using knowledge of services and benefits to help guide employees and perform necessary on the job training.
Responsible for the administrative functions and supervision of an operations unit, including backlog and quality management for a team of Operations/Customer Service associates.
Provide organization, direction and staffing for all assigned service calls and case load assignments.
Monitor calls and audit case files daily to ensure target resolution is identified and case is closed at or near the target resolution.
Ensure assigned staff members meet or exceed the standards, results, and responsibilities of their respective positions.
Coach, mentor, and evaluate performance of the assigned team.
Assist in the selection, counseling, and discipline of all staff on the team.
Provide oversight and direction to staff for assigned cases.
Responsible for problem-solving issues and coordinating efforts with internal departments and subject matter experts.
Provide healthcare benefit and claims consultation and support when appropriate to all internal departments.
Routinely evaluate and monitor service calls and case management procedures to recommend any necessary changes to the Operations Manager.
Escalate cases through the appropriate channels.

Call center experience preferred
Management or supervisory experience in healthcare benefits or claims processing preferred
Strong leadership skills and the ability to build effective teams
Effective communication skills to interact with members, physicians, and insurance carrier representatives, with an emphasis on ability to communicate both verbally and in writing
Assertive, self-confident, and resilient
Basic computer skills
Ability to search and identify resources through the internet
Demonstrated ability to communicate concepts, strategies and plans in terminology understood by business professionals
Bachelor's Degree or applicable work experience
Basic knowledge of MS Word and Excel required
Must score acceptably on job-related testing
Ability to pass standardized interview
Based on assignment may need to be bilingual in English, Spanish, etc.
Knowledge of the following is preferred: COBRA, Medicare A, B, MediGap, Supplement plans, Medicare Advantage, Medicare Part D plans, High deductible health plans including Health Reimbursement Accounts (HRAs) and Health Saving Accounts (HSAs), Flex Spending Accounts (FSA), including limited FSAs, Coordination of benefits and simple cases

Health Advocate employees enjoy helping people every single day.
Employees are given the training they need to do their jobs well.
Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company.
Join our award-winning team!

Service Operations Supervisor – Shift 10:00 am - 6:30 pm or 10:30 am - 7:00 pm EST

Key skills