Network Health's success is rooted in our mission to enhance the life, health and wellness of the people we serve. It drives the decisions we make, including the people we choose to join our growing team.

Network Health is seeking a Member Experience Supervisor who will be a key member of our supervisor team to support the overall day to day operations of the Member Experience call center. The person in this role will champion the organization's value to promote "Service Excellence" by hiring, evaluating and supervising our call center staff. Responsibilities include establishing, implementing and monitoring individual and department key performance indicators pertaining to inbound and outbound calls, coaching/mentoring new hires and monitoring all staff performing call center functions for compliance with scripting and established standards for work performance.

Essential Job Duties:

• Develops, maintains and regularly reviews department policies, processes and desk procedures to ensure regulatory compliance, maximum efficiencies, and alignment with industry best practice; identifies gaps and works with department leadership and/or trainers to facilitate implementation of improved processes.
• Daily supervision of staff and department operations
• Establish and maintain a collaborative team environment that ensures efficiency and yields productivity
• Provides leadership and evaluation of the team to help ensure productivity and continuous process improvement. Maximizes staff performance through effective training, on-going 1:1 discussions, performance reviews, and meaningful goal development and other administrative tasks.
• Performs human resource management duties including but not limited to hiring, training, retraining, and time and performance management. Consults with manager and Human Resources as required. Based on trend analysis identifies action plans to optimize performance
• Anticipates resource needs and organizes workflows to meet customer service standards, volume demand, expectations, timelines, and deadlines
• Coordinates staffing schedules. Prioritizes and distributes associate work to ensure optimum staffing levels at all times
• Provides accurate, timely reporting per department, regulatory and/or business requirements
• Maintains knowledge of current state, federal and other regulatory as well as industry service standards; identifies gaps and proposes updates.
• Participate in organizational projects as well as develop strategies to implement new projects or initiatives.
• Monitors attendance and tardiness on direct reports. Takes correction action with staff as needed
• Handles sensitive and escalated calls from call center staff. Coaches and develops call center staff skills in managing escalated calls.
• Other duties as assigned
  
  

Minimum Education Required:

• Associate degree required or four years' experience in a customer service and/or call center related field.
  
  

Minimum Related Years of Experience (per minimum education) Required:

• 1+ years' experience in the health insurance industry required; 2+ years preferred.
• Working in a call center or customer service area preferred.
• One year leadership experience is preferred.

Candidates must reside in the state of Wisconsin for consideration.

Network Health is an Affirmative Action & Equal Opportunity Employer. We encourage applications from all backgrounds, communities and industries, and are committed to having a team that is made up of diverse skills, experiences and abilities. We are committed to equality and diversity within Network Health.

*WARNING: Please beware of phishing scams that promote work-at-home opportunities and which may also pose as legitimate companies. Please be advised that Network Health recruiter will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for a role with our company. All of our positions require that you first complete an online application.