Supervisor Member Services

4 weeks ago

Portland, United States Martin's Point Health Care Full time

Join Martin's Point Health Care - an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond. As a joined force of "people caring for people," Martin's Point employees are on a mission to transform our health care system while creating a healthier community. Martin's Point employees enjoy an organizational culture of trust and respect, where our values - taking care of ourselves and others, continuous learning, helping each other, and having fun - are brought to life every day. Join us and find out for yourself why Martin's Point has been certified as a "Great Place to Work" since 2015.

Position Summary

Job Description

The Supervisor, Member Services is responsible for daily Member Services operations and functions, including monitoring staffing levels, scheduling, telephone standards, written and verbal correspondence to ensure exemplary customer service is provided to both internal and external customers. The Supervisor partners with the Training and Quality Assurance Specialist to administer the Quality Call Monitoring Program and Training Program. The Member Services Supervisor also represents the department in committees and process improvement initiatives, when needed.

Key Outcomes:

* Ensures optimum staffing levels through efficient monitoring call volume and membership to meet service demands and regulatory requirements.


* In partnership with the Training and Quality Assurance Specialist, performs quality call monitoring for the Member Services staff to ensure quality to customers services, and complete high quality documentation.


* Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of Member Services operations.


* Provides direct supervision to a team of Member Services Representatives on a daily basis.


* Recognizes and analyzes trends necessitating training and/or process improvements initiatives, ensuring areas of concerns are addressed before becoming major issues.


* In partnership with the Training and quality Assurance Specialist conducts initial training for new Member Services FTE's, ensuring knowledgeable and confident customers services is provided from the start.


* Resolves difficult customer interactions in a respectful manner and/or obtains department manager assistance for unresolved issues.


* Assists department manager with development of policies, procedures, and workflows.


* Partners with other leaders across the Health Plan and Organization in sharing and learning from best practices in operations management, service excellence, process improvement, and staff management/development.


* Provides back up support to Member Services staff as necessary to maintain daily functions.



Education/Experience

* High School Diploma or equivalent required


* Associates Degree, post secondary education preferred.


* 3 years of experience in a call center required.


* Training experience required.


* Supervisory experience preferred.



Required License(s) and/or Certification(s):

Not applicable

Skills/Knowledge/Competencies (Behaviors):

* Demonstrates an understanding of and alignment with Martin's Point Values


* Excellent written and oral communication skills.


* Resiliency and ability to handle difficult conversations with internal and external customers.


* Ability to analyze and problems solves in a win-win manner.


* Detailed oriented with excellent follow up skills.



There are additional competencies linked to individual contributor, provider and leadership roles. Please consult with your leader to discuss additional competencies that are relevant to your position.

We are an equal opportunity/affirmative action employer.

Do you have a question about careers at Martin's Point Health Care? Contact us at: jobinquiries@martinspoint.org

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