Supervisor, Broker Services - Remote
Apply NowCompany: EmblemHealth
Location: New York, NY 10025
Description:
Summary of Job
Manage day to day operation of Broker & Account Services. Ensure appropriate allocation of staff resources to provide needed coverage. Schedule work and staff; monitor performance. Audit practices, policies, and team performance. Manage work queues.
Responsibilities
Evaluate & supervise the broker services team.
Implement new policies & procedures outlined by Director, in accordance with company policies & direction.
Manage & report reps' timecards & PTO requests.
Keep a calendar of PTO days to always ensure adequate coverage at all times.
Administer weekly auditing of phone calls to ensure accuracy of information.
Analyze performance of reps for quality assurance. Conduct trainings as needed.
Development of telephone survey & analyze results to make recommendations for improvements.
Monitor reps' performance against metrics.
Monitor GA & broker email boxes weekly.
Simplify workloads in Broker Service box.
Monitor open ticket status to meet guidelines for closure; and responses from other departments to ensure accuracy of those guidelines.
Develop training guides for broker services team.
Coordinate & confer with other departments to ensure rules are being followed (billing, claims, vendor inquiries, membership rules).
Perform other duties as assigned or required.
Qualifications
Bachelor's Degree (Required)
4 - 6+ years of relevant work experience (Required)
In-depth knowledge of medical & dental plans (Required)
Additional years of experience or specialized training may be considered in lieu of educational requirements (Required)
Proven staff management experience, including union staff (Required)
Proficient with MS Office - Word, Excel, PowerPoint, Outlook, Teams, SharePoint, etc. (Required)
Strong communication skills (verbal, written, presentation, interpersonal) with all types/levels of audiences (Required)
Ability to effectively interact with internal and external contacts, including brokers (Required_
Manage day to day operation of Broker & Account Services. Ensure appropriate allocation of staff resources to provide needed coverage. Schedule work and staff; monitor performance. Audit practices, policies, and team performance. Manage work queues.
Responsibilities
Evaluate & supervise the broker services team.
Implement new policies & procedures outlined by Director, in accordance with company policies & direction.
Manage & report reps' timecards & PTO requests.
Keep a calendar of PTO days to always ensure adequate coverage at all times.
Administer weekly auditing of phone calls to ensure accuracy of information.
Analyze performance of reps for quality assurance. Conduct trainings as needed.
Development of telephone survey & analyze results to make recommendations for improvements.
Monitor reps' performance against metrics.
Monitor GA & broker email boxes weekly.
Simplify workloads in Broker Service box.
Monitor open ticket status to meet guidelines for closure; and responses from other departments to ensure accuracy of those guidelines.
Develop training guides for broker services team.
Coordinate & confer with other departments to ensure rules are being followed (billing, claims, vendor inquiries, membership rules).
Perform other duties as assigned or required.
Qualifications
Bachelor's Degree (Required)
4 - 6+ years of relevant work experience (Required)
In-depth knowledge of medical & dental plans (Required)
Additional years of experience or specialized training may be considered in lieu of educational requirements (Required)
Proven staff management experience, including union staff (Required)
Proficient with MS Office - Word, Excel, PowerPoint, Outlook, Teams, SharePoint, etc. (Required)
Strong communication skills (verbal, written, presentation, interpersonal) with all types/levels of audiences (Required)
Ability to effectively interact with internal and external contacts, including brokers (Required_