Supervisor Issue Resolution
Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve.
Job Summary:
A successful candidate in this role will exhibit proficiency in taking initiative, attention to detail, communication (verbal and written communication), process orientation, team work and accountability. A unique blend of technical skill and business process savvy is required to be successful at this position, along with excellent analytical skills. This candidate must lead by example and be a change agent.
Specific Duties:
· Responsible for timely and effective handling of all inquiries from partners and clients within the framework of the established performance guarantee for each partner and client.
· Ensures that all partner and client (including management) incoming inquiries are answered promptly, thoroughly, professionally and accurately
· Be an effective resource for team members, clarifying questions, supporting and enforcing departmental policies and procedures
· Builds and maintains strong positive relationships with internal and external customers and partners.
· Work closely and serves as primary liaison with all internal departments (e.g. Claims, Billing, etc.…)
· Monitors aging of inquiries to ensure that department KPIs are met and/or exceeded
· Ensures quality of responses are maintained and provides constructive feedback to staff to drive positive results
· Partners with Team Lead on coaching and developing team as well as working with established teams to drive business and look for areas of improvement
· Attendance management experience; Manage attendance policy at team and center level to meet performance
· Provides work leadership, assistance and training to all those supervised
· Partners with management team on recruitment, interviewing and recommendation of new team members
· May perform other duties as required by management
· Ability to work from home, which includes wi-fi capability and a quiet, confidential workspace.
- Schedule flexibility between hours of 8am-8pm and ability to work overtime as needed
Qualifications
· Performance and Results driven
· Must have ability to manage organize, plan and provide leadership to staff
· Ability to develop and motivate staff to facilitate professional growth.
· Must possess tact, diplomacy, and professionalism to effectively handle and deescalate all internal and external issues
· Excellent knowledge or ability to develop such knowledge of Claims, Enrollment, Self-funded billing, benefits, and Customer within the Healthcare industry.
· Proven ability to interface with internal/external customers and management at various levels.
· Ability to think critically and resolve inquiries.
· Excellent initiative taking and thinking out of the box abilities
· Proficient with Microsoft Excel, Access, Word, PowerPoint and Outlook.
· Excellent listening, written and verbal communication skills.
· Ability to multi task and prioritize activities.
· Ability and willingness to work in fast-paced, dynamic and challenging environment
· Ability to effectively and efficiently meet and/or exceed time sensitive deliverables
· Excellent attention to detail, analytical skill and ability to execute assignments with minimal guidance
- Exceptional interpersonal, professional relationship building abilities, to include influencing others and negotiation
- Must be able to prioritize work in an environment that changes frequently.
- Demonstrated excellent time management skills
- Proficiency in Microsoft Visio is a plus
- Project management skills is a plus
Ø Education & Experience:
· Associate Degree in a Business-related field or equivalent work experience preferred.
· Minimum of 5 years working within the Healthcare industry.
· Minimum of 2-3 years of prior Supervisory Call Center related experience.
Hybrid
Independence has implemented a “Hybrid” model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the “Hybrid” model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.
IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.
Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.
Vaccination Update
This job requires that you demonstrate you have been fully vaccinated for COVID-19 prior to the start of employment, to the extent permitted by law.
About Our Company
AmeriHealth Casualty has been successfully returning employees to work since 1994, providing quality medical treatment and care and reducing costs for our customers. With our affiliates, we serve more than 1,800 businesses in the area and have offices in Philadelphia, Camp Hill, and Pittsburgh, PA, and Mount Laurel, NJ.
In 1994, CompServices, Inc. began offering workers’ compensation third-party administration services for manufacturers, municipalities, health care facilities, social services, transportation risk, universities, and retail firms. In 1996, AmeriHealth Casualty Insurance Company was established as an extension of our workers’ compensation claims services — its mission to provide workers’ compensation insurance combined with high quality claims service and cost containment.
AmeriHealth Casualty Insurance Company and CompServices write premiums and administer self-insured programs for over 1,800 customers.
Equal Employment Opportunity
AmeriHealth Casualty is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.
Agency Disclaimer
All resumes submitted directly to an AmeriHealth Casualty employee from a vendor via email, the Internet or in any other form without a valid written search agreement in place for this position from the Independence Blue Cross Family of Companies Human Resources Department will be deemed the sole property of AmeriHealth Casualty and the Independence Blue Cross Family of Companies. Please note that no fee will be paid in the event the candidate is hired by AmeriHealth Casualty or the Independence Blue Cross Family of Companies as a result of the referral or through means other than our established process.