Supervisor, Provider Benefits

Imagine360 is seeking a Supervisor, Provider Benefits to join the team! This role supports provider service operations by helping lead day-to-day team performance, overseeing service delivery, and ensuring accurate and timely documentation of customer interactions in the appropriate systems. The position also supports operational oversight of the leads and Assist Line support team that partners with our offshore vendor, Conduent, and helps monitor service quality, escalation trends, and issue resolution. Position Location: 100% remote Responsibilities include but are not limited to: Supervisory Responsibilities Conduct regular performance evaluations of employees and provide ongoing feedback and coaching to achieve service, quality, and production goals. Assists in performing the annual review. Addresses and counsels employees on behavioral or performance concerns and implements corrective action and follow-up as necessary. Explains and administers company policies and operational expectations required for team members to successfully perform their duties. Assists the senior manager and senior director in managing departmental activities, call volume, service levels, and quality performance to ensure internal and external expectations are met. Provides day-to-day oversight and support for the leads and Assist team that support our offshore partner, Conduent, helping ensure service consistency, issue resolution, and alignment to operational expectations. Assists in coaching team members, reviewing escalations, and addressing service-related issues connected to the support delivered by Conduent. Distributes and monitors departmental work assignments to ensure adequate coverage to meet quality and service levels. Coordinates, facilitates, and actively participates in departmental meetings. Administrative Acts as a liaison between other departments, vendors, clients, and the offshore partner, Conduent, to support collaboration and progress toward operational goals. Exhibits strong working knowledge of customer business operations. Demonstrates strategic business acumen in making decisions that support service, quality, and operational effectiveness. Develops, generates, trends, and delivers reports accurately and timely. Delivers performance reporting to team members and leadership on a regular basis to reflect service level, quality, and productivity performance. Monitors and manages call volume and team support needs to help meet service level expectations. Supports oversight of the leads and Assist team that partner with Conduent, including coordination of service issues, follow-up items, and process alignment. Assists in first-line troubleshooting for technical and operational issues. Actively facilitates and participates in committee meetings and operational discussions as assigned. Customer Service Provides timely and thorough follow-up with staff, internal and external customers, and operational partners. Reviews escalated issues, supports appropriate resolution, and elevates complex concerns through the proper chain of command. Assists in identifying and addressing service issues related to the support delivered by Conduent, including communication, follow-up, and coordination with internal leadership. Acts as a role model in providing an environment that supports the core values and encourages continuous learning, personal development, and accountability. Quality Assurance Serves on committees, work groups, and process improvement teams, as assigned, to support quality improvement and customer satisfaction. Recognizes and alerts the appropriate leadership level of trends within their scope of responsibility that fall outside of quality parameters. Performs self-quality monitoring in order to develop and execute plans to meet established goals. Reviews recorded and live interactions, escalation patterns, and service concerns to help ensure performance expectations for service levels and quality are met. Provides regular coaching and feedback to support quality performance, service consistency, and issue resolution. Collaborates cross-departmentally and with vendor partners to improve or streamline procedures. Develops new or improves current internal processes to improve quality and service outcomes. Required Experience/Education: Proven leadership experience in a service environment, preferably a contact center Healthcare Benefits/Insurance industry experience a strong plus Ability to implement solutions with little supervision in a fast-paced environment and provide supervision and mentorship to the team Strong technology skills (Microsoft products) Proven staff development experience in coaching, mentoring, performance management, career pathing, goal-setting, and effective team-building expertise Strong problem-solving skills with the ability to review escalations, identify trends, and support timely issue resolution Experience supporting service delivery in a contact center or operational environment, including collaboration with cross-functional or offshore partners, strongly preferred Exhibits a strong passion for service, employee development, mentoring, coaching, and motivating others to succeed Excellent verbal and written communication skills with the ability to influence positive outcomes Team player able to collaborate effectively with other departments and operational partners What can Imagine360 offer you? Multiple Health plan options Company paid employee premiums for disability and life insurance Parental Leave Policy 20 days PTO to start / 10 Paid Holidays Tuition reimbursement 401k Company contribution Company paid Short & Long term Disability plus Life Insurance Professional development initiatives / continuous learning opportunities Opportunities to participate in and support the company's diversity and inclusion initiatives Want to see our latest job opportunities? Follow us on LinkedIn Imagine360 is a health plan solution company that combines 50+ years of self-funding healthcare expertise. Over the years, we've helped thousands of employers save billions on healthcare. Our breakthrough total health plan solution is fixing today's one-size-fits-none PPO insurance problems with powerful, customized, member-focused solutions. Imagine360 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. RECRUITMENT AGENCIES PLEASE NOTE: Imagine360 will only accept applications from agencies/business partners that have been invited to work on a specific role. Candidate Resumes/CV's submitted without permission or directly to Hiring Managers will be considered unsolicited and no fee will be payable. Thank you for your cooperation Apply To This Job