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Supervisor - Operations

Customer Service
231031 Requisition #

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.  If this describes you, we want to speak with you.

The Supervisor of Operations is responsible for administration of the Operational Unit within Customer Service. Responsible for ensuring that all departmental functions are completed promptly, thoroughly, professionally, and accurately. Providers work leadership, assistance, and training to those supervised. Assists in the achievement of departmental goals.


  • Supervises and implements departmental functions, policies, and procedures with all internal and external contacts. 
  • Evaluates effectiveness and efficiency of operational areas and acts to reallocate resources as necessary.
  • Creates and implements programs to enhance the level of service provided to customers. 
  • Communicates, implements, and interprets corporate and departmental policies and procedures. 
  • Maintains department standards to ensure optimal customer support. 
  • Provides subordinates with ongoing feedback, coaching, and counseling on performance for achievement of all benchmarks.
  • Provides technical expertise related to job unit function. 
  • Schedules, trains, and organizes personnel to accommodate immediate and anticipated workflow volumes.
  • Coordinates departmental functions with all internal and external contacts. 
  • Compiles and prepares required data for report information pertaining to unit.
  • Ensures that all inquiries and follow-up are handled in a professional, accurate, prompt, and courteous manner.
  • Serves as the next level contact for problems/issues that staff cannot resolve. 
  • Selects, develops, appraises, and recommends compensation for subordinates. Interviews and makes recommendations for hires and promotions.
  • Encourages the professional progression of staff through Performance Management, coaching and counseling.
  • Establishes appropriate goals and performance standards and makes recommendations for career path of staff. 
  • Ensures that department systems and supports are operational.
  • Performs all other appropriate responsibilities and duties as assigned. 


  • Undergraduate degree is preferred plus a minimum of one (1) year of relevant experience. 


  •        (5) years of related insurance operations experience.
  •       The incumbent must possess tact, diplomacy, and professionalism to effectively handle all internal and external issues.
  •        Demonstrated time management skills.

Knowledge, Skills, and Abilities   

  • Must have the ability to manage organize, plan, and provide leadership to staff. Ability to develop and motivate staff to facilitate professional growth. 
  • Excellent oral and written communication skills, as well as ability to carry out assignments with minimal guidance. 
  • Exposure to an operations service's environment is highly recommended. 
  • Analytical ability to identify and resolve staff and customer problems.
  • Must be able to prioritize work in an environment that changes frequently. Demonstrated time management skills. 
  • 10% travel required to vendor sites. 
  • Call center is open from 8:00am-9:00pm, must have flexibility, as business needs will dictate the shift hours (ex: possibility of 1:00pm-9:00pm shift).
  • Ability to work from home, which includes high speed wi-fi capability of at least 400 Mbps and a quiet, confidential workspace.

Diversity, Equity, and Inclusion

At Independence, everyone can feel valued, supported, and comfortable to be themselves.  Our commitment to equity means that all associates have a fair opportunity to achieve their full potential.  We put these principles into action every day by acting with integrity and respect.  We stand together to speak out against injustice and to break down barriers to support a more inclusive and equitable workplace.  Celebrating and embracing the diverse thoughts and perspectives that make up our workforce means our company is more vibrant, innovative, and better able to support the people and communities we serve.

About Our Company

Serving more than 8 million people nationwide, including 2.5 million in southeastern Pennsylvania, Independence Health Group — together with its subsidiaries — is the leading health insurance organization in the Philadelphia region. Our mission to build healthier lives for you, your family, and your employees shapes our actions and decisions every day.


At Independence, we see each of our members as an individual, with unique needs and concerns. We’re dedicated to harnessing the very latest ideas and technologies to deliver access to care that meets those needs and surpasses your expectations.  For more information about Independence access our website at www.ibx.com. We’re revolutionizing health care, and our focus is on you!

Equal Employment Opportunity

Independence Blue Cross 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 Independence Blue Cross 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 Independence Blue Cross and the Independence Blue Cross Family of Companies. Please note that no fee will be paid in the event the candidate is hired by Independence Blue Cross or the Independence Blue Cross Family of Companies as a result of the referral or through means other than our established process. 

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