Supervisor, Member Benefits

Imagine360 is seeking a Supervisor, Member Benefits to join the team! The Supervisor, Member Benefits provides staff development, education, and mentoring to our Member Experience team. Your day will consist of solving challenging problems in a rewarding, fast paced dynamic environment with a focus on coordinating work assignments and incoming requests, metric and staff performance reporting, leading special projects all with focus on white-glove service and creating an effortless member experience. Supervisors play a critical role in coaching recorded calls to drive excellence, assisting Benefit Specialists with escalated calls, call queue and metric management, and filling in for Benefit Specialists when needed.

Position Location: 100% remote

Responsibilities include but are not limited to:

• Conduct regular performance evaluation of employee and provides 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 problems and implements corrective action and follow-up as necessary.
• Explains and administers company policies/information required for team members to successfully perform their duties.
• Assist manager and director in the managing of departmental actives, call volume, quality etc. to ensure productivity levels are met while meeting internal and external performance standards.
• Distributes and monitors departmental work assignments to ensure adequate coverage to meet quality and service levels.
• Coordinates/facilitates and actively participates in departmental meetings
• Promote, support and drive a dynamic teamwork environment that fosters positive morale, accountability, cohesiveness, effective communication and service excellence.
• Develop, motivate, evaluate and coach staff on work procedures, proper call handling and teamwork delivering excellent customer service that focuses on an effortless experience for our members.
• Leverage subject matter expertise to oversee and provide counsel on escalated issue resolution
• Maintain contact center KPIs while seeking opportunities to advance operations through monitoring system performance, identifying and resolving problems, and driving quality improvement
• Operate as a Benefits Specialist during periods of high call volume
  • Describing medical/dental benefits according to group contracts
  • Provide participant eligibility
  • Describe claims status including patient financial responsibility
• Communicating individual and team job expectations while motivating staff to accomplish goals and reach their full career potential. Coordinate, review and oversee individual goals, annual reviews and HR issues
• Conduct real-time and as-needed training/coaching/development meetings. Conduct 1-on-1 meetings with team members to encourage employee engagement and open lines of communication

Required Experience/Education:

• College degree or equivalent combination of work experience
• Proven leadership experience in a service environment, preferably a contact center
• Healthcare Benefits/Insurance industry experience a strong plus
• Strong technology skills (Microsoft products)
• Superior, established problem-solving skills. Ability to implement solutions with little supervision in a fast paced, environment and provide supervision and mentorship to their team
• Exhibit a strong passion for service, mentoring/coaching and motivating others to succeed
• Excellent verbal and written communication skills with the ability to resonate with others to impact positive outcomes
• Team player able to collaborate with other departments
• Experience in billing, healthcare or legal environments

Skills and Abilities:

• Computer skills proficient in Microsoft Outlook, Microsoft Word and Excel as well as internet navigation.
• Superior, established leadership and problem-solving skills. Ability to translate and deploy daily team leadership that aligns with departmental and corporate vision and mission.
• Must be able to implement solutions with little supervision in a fast paced, on-demand environment and provide supervision and mentorship to their team.
• Excellent verbal and written communication skills.
• Advanced problem resolution skills.
• Ability to make independent decisions and apply critical thinking based on practical knowledge and business acumen.
• Excellent interpersonal skills and ability to maintain positive relationships at all levels.
• Ability to quickly adapt in an ever-changing environment.
• Team player able to collaborate with other departments.
• Ability to stay focused and manage time appropriately.

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

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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**