Supervisor, Member Services

Department: Member Services

Reports To:Manager, Member Services

Summary: This individual supervises a group of Member Services Representatives (MSR) and monitors their activity in a dedicated Member Services Call Center/Welcome Center in a professional and timely manner. This individual ensures quality service and standards are being realized. This individual monitors Field Office benefit activity.

Essential Duties and Responsibilities:

• Provides the required supervisory activities: monitoring systems, ensuring that workflow procedures are followed or changed to meet new goals and objectives, counseling, coaching, and appraising Member Services Representatives, motivating and developing staff.
• Must be able to make independent decisions, sometimes taking risk, acting on initiative, and being held accountable for the results.
• Ensures that the goals and objectives of the Member Services Center are met and that a proactive approach to problem resolution and operational enhancement is developed and sustained.
• Ensures that all policies and procedures are appropriately communicated and are adhered to in the performance of daily functions.
• Provides technical guidance and direction to the support staff in the performance of their functions.
• Responsible for the quality and quantity of work in their area.
• Will be required to respond to and resolve complex inquiries. To do so requires: collecting and analyzing data/information in real time, at high volume standards; operating computers with multiple information screens to research and resolve customer inquiries on line.
• Schedules meetings and delivers information in group settings.
• Using discretion, apply corporate measures to assess and document the accuracy and the response as well as the level of responsiveness provided by the MSR toward the customer. Prepare analysis and the documentation of supporting behaviors for the MSR to model. Accountable to MS management for the continuous improvement of MSR performance as based on the corporate customer service measures.
• Assess customer inquiry content and document any trends that require attention. Provide documentation to management of prevalent processing errors or inquiries that indicate a common training need or system problem. Suggest operational, policy, or procedural modifications that might improve service to the customer. Work with unit staff to implement needed modifications.
• Maintains thorough knowledge of all benefit plans including those offered members outside NYC and provides updates to ensure accurate dissemination and education to membership.
• Perform other functions as necessary or as assigned by Management.

Skills: To perform the job satisfactorily, Member Services Supervisors must have:

• Strong human relations/interpersonal skills,
• Excellent oral and written communication skills,
• Proven leadership capabilities and the ability to motivate employees,
• Excellent judgment and decision making skills,
• The ability to follow up on problem resolution and delegated tasks,
• The flexibility to balance multiple functions and demands of the position,
• Strong coaching, counseling, and appraisal skills.
  • Incumbent must possess superior ability to provide constructive support and promote positive morale.
  • Incumbent must have demonstrated an ability to effectively diffuse and resolve difficult situations and behaviors through skilled conflict negotiation skills.
  • Expert knowledge of corporate systems (membership and customer service), benefits offered and MS procedures.

Education and /or Experience: College graduate or equivalent, experience in Call Center and in the Health Insurance Industry preferred.

Ration Standard:1 Supervisor / 7-15 MSRs.