Supervisor, Customer Service Call Center

Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for.

We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration - because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm and every member feels valued.

The Customer Service Call Center is a fast-paced environment that contains multiple call centers that are the first point of contact for members/enrollees, prospective members, employers, brokers, providers, and payers. Quality service is a key competitive strategy for Medica, and the Supervisor plays a critical role in the quality of the service provided to customers and plays a key role with staff development and overall morale. The supervisor is responsible for the performance of their team and subsequently the overall customer service department. Supervisors are also responsible for managing projects and maintaining positive relationships with internal and external customers as well as working closely in partnership with Medica's many vendors to resolve member issues quickly and accurately.

The Supervisor is responsible for analyzing data, completing root cause analysis, and successfully planning and executing strategic plans to address identified issues. The incumbent maintains strong, consistent relationships across the organization.

Key Accountabilities

• Select, develop, motivate, train, and retain a competent staff to ensure appropriate staffing resources; perform annual staff performance reviews and regular meetings with individuals
• Evaluate operations needs and work level requirements, and executes and implements new procedures and updates as directed by Manager/Director
• Continually assess customer service levels for performance and monitor customer feedback
• Ensure that all Customer Operations staff are courteous, professional and attuned to internal and external customer needs, and that staff is taking the appropriate steps when an issue requires escalation for resolution
• Appropriately delegate work tasks to ensure performance measures are met
• Establish and adhere to statistical performance reporting criteria, monitor standards, and enforce policies and procedures to ensure all team members meet or exceed expected service and performance levels
• Partner with workforce management to schedule work assignments, monitor daily activity and assist with account maintenance. Compile performance reports, monitor and record measures in performance log
• Review and analyze daily, weekly, and monthly reports to help track processes, implement procedure and department changes to increase productivity and monitor staff in achieving department standards
• Stay abreast of related regulatory, compliance and departmental updates to meet departmental metric requirements
• Performs other duties as assigned

Required Qualifications

• Associate's degree or equivalent combination of education and relevant work experience
• 3+ years of experience within a professional customer service or call center environment
• Flexibility with work schedule is required (call center hours vary and include the need to rotate later shifts and weekend hours)

Preferred Qualifications

• 1 + years of leadership experience, including experience in a position responsible for structured coaching and mentoring responsibilities; experience managing direct reports is helpful however not required

Skills and Abilities

• Exceptional judgment and decision making
• Excellent time management, organizational, analysis and summarization skills
• Ability to prioritize daily assignments
• Highly organized with ability to handle multiple tasks simultaneously to meet deadlines
• Strong attention to detail
• Strong verbal and written communication skills
• Demonstrate ability to perform highly advanced research skills in problem identification and resolution
• Ability to lead cross functional teams

This position is an Office role, which requires an employee to work onsite, on average, 3 days per week. We are open to candidates located near one of the following office locations: Minnetonka MN, Madison WI.

The full salary grade for this position is $50,800 - $87,000. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $50,800 - $76,125. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data. In addition to base compensation, this position may be eligible for incentive plan compensation in addition to base salary. Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

The compensation and benefits information is provided as of the date of this posting. Medica's compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.

Eligibility to work in the US: Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States.

We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.