Develop procedures in support of operational effectiveness, customer service goals and objectives.
Support initiatives to increase provider and member satisfaction.
Oversee analysis of key performance metrics to identify areas in need of training and improvement.
Identify potential workflow improvements.
Provide day-to-day oversight of assigned functional areas, ensuring work is completed accurately, timely, and efficiently.
Analyze key performance metrics to identify trends, training opportunities, and workflow improvements.
Lead and support process improvement initiatives, translating insights into actionable outcomes.
Develop and refine departmental policies, procedures, service standards, and workflows.
Partner with leadership to design and maintain reporting that supports operational and strategic decisions.
Ensure effective workflows and maximize system efficiencies while maintaining quality performance standards.
Provide consistent leadership through regular 1:1s, team meetings, and touchpoints that drive accountability, engagement, and development.
Coach, mentor, and develop staff—creating a culture of ownership, growth, and continuous learning.
Support goal-setting efforts for the team and department.
Participate in internal and external audits as needed.
Perform other duties as assigned.

5 years’ prior relevant experience
Previous experience in claims processing and/or health insurance operations is preferred.
None specifically required, though Associate or Bachelor degree is desired.

Supervisor Service Operations – Claims

Key skills