Operations Supervisor (Remote)
CareFirst BlueCross BlueShield, Baltimore, MD, United States
Purpose
Supervise and provide daily direction to multi‑functional team members regarding training and development, policies, procedures, and work production quantity and quality. Functional areas include installation, implementation, client support, client services, client administration, customer service, enrollment and eligibility, claims processing, and call center operations. Reviews and resolves complex service issues not resolvable by subordinates.
Essential Functions
Supervise employee outcomes by training, assigning, scheduling, coaching, and counseling employees; communicating job expectations; planning, monitoring, and appraising job contributions; adhering to policies and procedures.
Meet operational standards by contributing information to strategic plans and reviews; implementing production, productivity, quality, and customer service initiatives; resolving problems; identifying system improvements.
Maintain customer service objectives by monitoring daily operations; resolving claims requiring manual review or technical support, enrollment or billing related customer issues; consistently reviewing systems and making necessary adjustments, including resources and staffing; researching and resolving escalated calls, and reviewing and resolving complex claims not resolved by Claims staff.
Maintain and improve departmental operations by monitoring system performance; identifying and resolving operations problems; supervising process improvement and quality assurance programs; installing upgrades.
Prepare call center, claims, and enrollment and billing performance reports by collecting, analyzing, and summarizing data and trends.
Improve call center, claims, enrollment, and billing job knowledge by attending educational workshops.
Qualifications
High School Diploma or GED.
3 years related professional experience with demonstrated leadership skills.
Proficiency in the service, claims or enrollment and billing area.
Preferred Qualifications
Bachelor's Degree.
Knowledge, Skills and Abilities (KSAs)
Knowledge of call center operations, claims and/or enrollment and billing workflows.
Strong presentation skills.
Highly proficient in Microsoft Office programs.
Excellent written and verbal communication skills.
Ability to plan, review, supervise, and inspect the work of others.
Ability to meet established deadlines and handle multiple customer service demands from internal and external customers, while consistently delivering service excellence and providing positive customer service.
Salary Range
$62,856 – $129,641
Equal Employment Opportunity
CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer and provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Physical Demands
The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key, and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.
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Supervise and provide daily direction to multi‑functional team members regarding training and development, policies, procedures, and work production quantity and quality. Functional areas include installation, implementation, client support, client services, client administration, customer service, enrollment and eligibility, claims processing, and call center operations. Reviews and resolves complex service issues not resolvable by subordinates.
Essential Functions
Supervise employee outcomes by training, assigning, scheduling, coaching, and counseling employees; communicating job expectations; planning, monitoring, and appraising job contributions; adhering to policies and procedures.
Meet operational standards by contributing information to strategic plans and reviews; implementing production, productivity, quality, and customer service initiatives; resolving problems; identifying system improvements.
Maintain customer service objectives by monitoring daily operations; resolving claims requiring manual review or technical support, enrollment or billing related customer issues; consistently reviewing systems and making necessary adjustments, including resources and staffing; researching and resolving escalated calls, and reviewing and resolving complex claims not resolved by Claims staff.
Maintain and improve departmental operations by monitoring system performance; identifying and resolving operations problems; supervising process improvement and quality assurance programs; installing upgrades.
Prepare call center, claims, and enrollment and billing performance reports by collecting, analyzing, and summarizing data and trends.
Improve call center, claims, enrollment, and billing job knowledge by attending educational workshops.
Qualifications
High School Diploma or GED.
3 years related professional experience with demonstrated leadership skills.
Proficiency in the service, claims or enrollment and billing area.
Preferred Qualifications
Bachelor's Degree.
Knowledge, Skills and Abilities (KSAs)
Knowledge of call center operations, claims and/or enrollment and billing workflows.
Strong presentation skills.
Highly proficient in Microsoft Office programs.
Excellent written and verbal communication skills.
Ability to plan, review, supervise, and inspect the work of others.
Ability to meet established deadlines and handle multiple customer service demands from internal and external customers, while consistently delivering service excellence and providing positive customer service.
Salary Range
$62,856 – $129,641
Equal Employment Opportunity
CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer and provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Physical Demands
The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key, and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.
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