Member Services Team Lead

2 days ago

Minneapolis, Minnesota, United States Gravie Full time
Member Services Supervisor Job Description

Gravie is seeking a highly skilled Member Services Supervisor to join our team. As a key member of our operations team, you will be responsible for managing and overseeing the day-to-day performance of department staff, ensuring the highest level of service standards and operational metrics are met.

Key Responsibilities:
  • Manage individual employee performance, encouraging growth, development, and exceptional service standards.
  • Coach and correct performance issues, championing success stories on your team.
  • Embody and ensure Gravie's culture is reflected in the actions and performance of team members.
  • Lead various projects within Operations or for company-wide initiatives.
  • Support Operations team in solving complex problems for members, carriers, providers, or other partners, ensuring the highest customer satisfaction.
  • Partner with vendors on billing and optimal user experience for department technology platforms.
  • Work with Operations to ensure technology and processes support the optimal workflow department-wide and interdepartmentally.
  • Collaborate with Operations leadership to refine overall standards, metrics, and processes based on insights from performance and metric data analysis.
  • Backup Operations leadership as needed, based on the needs of the business.
  • Be comfortable addressing escalated scenarios, depending on business needs.
  • Maintain a flexible work schedule, based on the needs of the business.
Requirements:
  • Dedication and passion for helping people navigate the world of health insurance and benefits.
  • Customer service leadership experience or equivalent.
  • Previous experience leading and managing others, providing direct feedback, and overseeing processes.
  • Demonstrated success leading special projects.
  • Strong oral and written communication skills.
  • Ability to foster positive rapport with direct reports and meet with team members in 1:1, small group, and large group settings.
  • Ability to collaboratively and professionally work with all types of individuals.
  • Ability to meet deadlines and manage multiple priorities simultaneously.
  • Ability to navigate ambiguity, shift gears comfortably, and decide and act without having the total picture.
  • Proven ability to get results and thrive in an ever-evolving environment.
Preferred Qualifications:
  • Bachelor's degree and 2 years of healthcare experience.

Gravie offers a competitive pay package, including alternative medicine coverage, flexible PTO, up to 16 weeks paid parental leave, paid holidays, cell phone reimbursement, education reimbursement, and 1 week of paid paw-ternity leave, among other benefits.

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