Health and Welfare Operations Manager

1 week ago

Concord, California, United States LHH Full time
About the Role

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.
Key Accountabilities
  • 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.
Requirements
  • 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.
Preferred Qualifications
  • Experience in a collectively bargained environment.
Knowledge, Skills, and Abilities
  • 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.
Benefits
  • 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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