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Quality Assurance Supervisor
2 months ago
About Us:
ManhattanLife Insurance and Annuity Company, established in 1850, stands as one of the oldest and most trusted health and life insurance providers in the nation. With a rich history spanning 174 years, our longevity reflects our commitment to reliability and excellence. Headquartered in Houston, TX, we are expanding our presence with multiple office locations across the country. We pride ourselves on offering competitive employee benefits from day one, including immediate health, dental, and vision coverage, flexible work schedules, complimentary parking, company-wide events, and opportunities for professional development.
Role Summary:
We are in search of a Quality Assurance Supervisor for our Customer Service division. In this pivotal role, you will ensure exceptional service delivery to our clients, plan participants, brokers, and vendors. As the primary contact, you will assist with inquiries, claims, and benefit administration, playing a vital role in maintaining high service standards and client satisfaction.
Key Responsibilities:
- Evaluate the quality of work performed by vendors through live monitoring and call recording systems.
- Utilize quality monitoring data management systems to compile and track performance metrics at both team and individual levels.
- Serve as the first point of contact for clients, addressing inquiries via phone, email, or chat, and providing accurate information regarding their benefit plans.
- Oversee data entry processes, verify eligibility, review documentation, and ensure compliance with regulatory standards and company policies.
- Educate clients and plan participants about their benefit plans, clearly explaining coverage details, claim statuses, and applicable costs.
- Investigate and resolve customer complaints or issues related to claims, coverage discrepancies, and billing inquiries, escalating complex cases as necessary.
- Maintain comprehensive records of customer interactions and claims transactions, ensuring confidentiality and compliance with data protection regulations.
- Collaborate with internal departments such as claims processing and account management to efficiently address customer needs.
- Identify opportunities for process improvements and service quality enhancements to optimize the customer experience.
- Participate in training sessions and team meetings as required.
Qualifications:
High School Diploma or equivalent (GED).
Skills and Competencies:
- 3-4 years of experience in customer service, preferably in healthcare or benefits administration.
- Exceptional verbal and written communication skills, capable of conveying complex information clearly and empathetically.
- Strong interpersonal skills with a customer-focused approach, demonstrating patience and empathy in challenging situations.
- Detail-oriented with the ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Proficient in computer software and online systems, with experience in claims management platforms and Microsoft Office Suite.
- Solid understanding of insurance regulations and confidentiality requirements related to sensitive customer information.
Travel Requirements:
This position may involve occasional light travel as necessary.
Professional Development:
- Set annual objectives for personal and professional growth.
- Stay updated with developments in the field.
- Learn and implement technologies that support growth.
- Engage in the evaluation process.
Physical Demands:
The physical demands described are representative of those required to perform the essential functions of this role. Reasonable accommodations may be made for individuals with disabilities. The employee is regularly required to stand, walk, use hands for typing and handling objects, and communicate effectively.
Work Environment:
The work environment characteristics described are typical for an office setting. Reasonable accommodations may be made for individuals with disabilities. The employee routinely uses standard office equipment such as computers and phones.
Additional Responsibilities:
This job description is not intended to be a comprehensive listing of all activities, duties, or responsibilities required of the employee. Management reserves the right to assign or reassign duties and responsibilities at any time.
AAP/EEO Statement:
ManhattanLife is committed to diversity and prohibits discrimination based on race, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender identity, sexual orientation, or any other legally protected status. We value differences and strive to create an inclusive work environment.
