Benefits Administration Supervisor
1 week ago
The Health and Welfare Member Services Supervisor is a key position within our organization, responsible for overseeing the day-to-day management of Member Services within the Health & Welfare Department.
Key Responsibilities- Lead a team of call center representatives, ensuring exceptional benefit administration to our members, dependents, local unions, employers, and service providers.
- Develop and implement strategies to improve business processes, increase efficiency, and enhance member satisfaction.
- Collaborate with cross-functional teams to ensure seamless communication and coordination.
- Supervise call center leads, call center representatives, and front desk staff.
- Hold regular meetings with staff, including bi-weekly one-on-one meetings, bi-weekly training sessions, monthly lead meetings, and monthly team meetings.
- Ensure all staff within the department uphold our organization's Core Values: Trust, Integrity, Respect, Teamwork, Empathy, Commitment, Financial Prudence, and Innovation.
- Monitor and track daily individual and department Member Services phone and processing statistics to manage quality assurance, employee performance, and work distribution.
- Perform quality monitoring of telephone conversations and call audit reviews, providing feedback and coaching to staff as needed.
- Recommend improvements to policies, standard operating procedures, and workflows to meet department performance, quality, and member goals.
- Supervise staff and provide performance feedback, guidance, coaching, training, motivation, performance appraisals, and progressive discipline when warranted.
- Enforce organization policies, collectively bargained agreements, state law, and federal law in managing non-exempt, collectively bargained employees.
- Review and code timecards to ensure accuracy and compliance with office policies, collectively bargained agreements, state law, and federal law.
- Participate in the phone interview process, new employee orientation, and training, ensuring timely development of performance appraisals and communication of job expectations.
- Communicate department-level quality assurance and improvement goals, as well as individual representative quality improvement goals and expectations.
- Participate in data validation, coordinate and participate in the testing of upgrades and enhancements of the enterprise system software.
- Coordinate and communicate with vendors to troubleshoot and resolve member issues.
- Coordinate staffing and work assignments with other supervisors as necessary.
- Respond to escalated calls from members, providers, and union representatives, resolving complex or sensitive complaints/issues.
- Direct staff on resolving routine and non-routine Member Services issues.
- Clearly communicate changes in policy and procedure that affect members, preparing memos, emails, presentations, and other communication.
- Assist in developing tools to assist staff in efficiently providing quality service to our members.
- Train staff on completing and processing paperwork, providing additional training and support as needed.
- Coordinate phone audits, review phone audits for accuracy, and provide coaching and additional training as needed.
- Review Member Services work to ensure accuracy, quality, and timely completion.
- Participate in open enrollment planning meetings.
- Review member communications and assist with testing online products to ensure information is easy to understand and complies with laws, regulations, and Member Services requirements.
- Participate in company-run member educational fairs.
- Participate in project development and implementation.
- Associate degree in a related field and 1 year of related experience, including supervisory experience.
- A combination of appropriate education and experience may be substituted for the minimum education and experience requirements.
- Experience in a collectively bargained environment.
- Excellent written and verbal communication skills necessary to develop and maintain effective working relationships.
- Skill in assigning, prioritizing, monitoring, and reviewing work assignments.
- Ability to work effectively in a team environment.
- Ability to handle confidential information with discretion and tact.
- Ability to prioritize and work independently on projects with minimal supervision.
- Ability to detect errors, determine causes, and make corrections as appropriate.
- Ability to successfully resolve issues in a timely manner.
- Proficiency in the use of personal computer software or systems applicable to the essential functions of the job.
- Full benefits package, including medical, dental, vision, life insurance, and 401(k) match.
- Defined Benefit Pension Plan.
- Generous vacation and sick time.
- Generous holidays.
- On-site gym and complimentary coffee services.
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