Offshore Provider Relations Supervisor

Imagine360 is seeking an Offshore Provider Relations Supervisor to join the team!  This position is responsible for the day-to-day oversight and supervision of offshore vendor partners providing contact center support. The role requires a strong understanding of contact center operations, member eligibility, benefits, coverage, and related policies and procedures, along with experience managing offshore vendor relationships.

The position is accountable for ensuring provider inquiries are handled accurately, efficiently, and in compliance with established policies, procedures, service level agreements (SLAs), quality standards, and performance metrics. Additionally, the role monitors vendor performance, drives operational excellence, identifies opportunities for process improvement, and collaborates with internal and external stakeholders to ensure consistent, high-quality service delivery.

Position Location: 100% remote

Responsibilities include but are not limited to:

Supervisor of Offshore Provider Relations

• Responsible for the onboarding/offboarding of offshore provider team members.
• Manage day-to-day call quality metrics to ensure contractual goals are being met.
• Manage and resolve day-to-day issues as they arise.
• Create, maintain, and trend various reports in a timely manner.
• Supports communication between other departments, vendors, and clients to ensure collaborative progress toward desired state.
• Actively facilitates/participates in committee/team meetings as assigned.
• Recognizes and alerts appropriate supervisor of trends within their scope of responsibility that fall outside of quality parameters.
• Acts as a role model in demonstrating the core values in customer service delivery
• Provides timely and thorough follow-up with internal and external customers.
• Appropriately escalates difficult issues up the chain of command

Customer Service

• Acts as a role model in demonstrating the core values in customer service delivery.
• Provides timely and thorough follow-up with internal and external customers.
• Appropriately escalates difficult issues within Imagine360 and all lines of business.
• Model and provide an environment that supports Imagine360 core values to encourage continuous learning, personal development and accountability.
• Actively support company and department initiatives, directors and other team members.
• Explains and demonstrates duties and proper procedures for role.
• Assists in maintaining relationships with Offshore Provider Vendor by being the Provider Relations contact by the following, but not limited to:
• Attending regularly scheduling meetings and making sure the appropriate parties are involved
• Active participation in any provider relations sub-groups and committees as projects arise
• Serve as a SME in Provider Relations/Contact Center.
• Communicate areas of improvement for offshore Provider call quality, and production goals

Quality Assurance

• Maintains and updates policies and procedures
• Serves on committees, work groups, and/or process improvement teams, as assigned, to assist in improving quality/customer satisfaction.
• Actively reviews and analyzes vendor performance to maximize accuracy and production efficiencies
• This job description in no way states or implies that these are the only duties to be performed by this employee.  The employee will be required to follow any other instructions and to perform any other duties requested by his/her director.
• Required Experience/Education:
• Experience in Provider and/or Contact Center
• Minimum 3 years' experience in health insurance industry.
• Demonstrated experience in Offshore vendor relations
• Working knowledge of computers and software including but not limited to Microsoft Office products
• Familiarity with contact center software/tools (Nice InContact, IVR, etc.)

Preferred experience:

• Bachelor's degree in related field preferred
• Experience with Philippines/Southeast Asia Contact Centers a plus

Skills and Abilities:

• Demonstrated organizational, problem-solving, and analytical skills
• Strong written, oral and telephonic communication skills
• Demonstrated ability to work independently, be detail oriented, prioritize workloads, multi-task and manage priorities to meet deadlines

What can Imagine360 offer you?

• What you can expert at Imagine 360
• 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

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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**