Service Operations Supervisor
Health Advocate2.8
Remote
Job description

Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company. Plus, consider these perks: Benefits for full- and part-time employees, generous paid time off, and fun employee events, like holiday luncheons and dress down days!

Supervisor: Operations Unit
At Health Advocate, we are committed to providing our customers with expertise and services that improve the health, well-being and productivity of their employees. We are looking for the right person to: Manage an operational unit that enables us to best serve our clients and employees answering questions and responding to inquiries regarding employee benefit plans.

The appropriate candidate would be responsible for managing workflow with a phone unit , developing and implementing policies and procedures, training staff to perform specific functions and managing employee performance.

The right candidate will lead recruiting, hiring and training efforts that enable creative solutions to identifying the best candidates and enabling the new hires for success.

Job Responsibilities:

  • Responsible for the administrative functions and supervision of an operations unit. This includes backlog and quality management for a team of Operations/Customer Service associates
  • Provide organization, direction and staffing for all assigned service calls and case load assignments to ensure all calls are answered in accordance with Health Advocate’s policies and procedures.
  • Monitor calls and audit case files daily to ensure the proper target resolution is identified and that, if possible, the case is closed at or near the target resolution.
  • Ensure assigned staff members meet or exceed the standards, results, and responsibilities of their respective positions.
  • Coach, mentor, and evaluate the performance of an assigned team.
  • Assist in the selection, counseling, and discipline of all staff on the team.
  • Provide oversight and direction to staff for assigned cases.
  • Responsible for problem-solving issues and coordinating efforts with internal departments and subject matter experts.
  • Provide healthcare benefit and claims consultation and support when appropriate to all internal departments.
  • Routinely evaluate and monitor service calls and case management procedures to recommend any necessary changes to the Operations Manager.
  • 11. Escalate cases through the appropriate channels in accordance with Health Advocate’s policies and procedures.

Qualifications

  • Call center experience
  • Bachelor's Degree or applicable work experience.
  • Management or supervisory experience in healthcare benefits or claims processing.
  • Strong leadership skills and the ability to build effective teams.
  • Effective communication skills to interact with members, physicians, and insurance carrier representatives, with an emphasis on ability to communicate both verbally and in writing.
  • Assertive, self-confident, and resilient.
  • Basic computer skills.
  • Ability to search and identify resources through the internet.
  • Demonstrated ability to communicate concepts, strategies and plans in terminology understood by business professionals.
  • Ability to interpret Explanation of Benefits (EOBs).
  • Familiarity with various types of health insurance coverage, coordination of benefits, and UCR fees.

Pay Benefits Work Schedule
Health Advocate offers a competitive benefits package including health and wellness benefits, 401k plan, and work/life balance programs, tuition reimbursement as well as opportunities for career growth and development.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race. color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information or any other consideration prohibited by law or contract.

Job Type: Full-time

Pay: From $60,000.00 per year

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee assistance program
  • Employee discount
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Paid training
  • Vision insurance

Schedule:

  • 8 hour shift
  • Day shift
  • Monday to Friday

Experience:

  • Microsoft Office: 1 year (Preferred)
  • Sales: 1 year (Preferred)

Work Location: Remote

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Company details

Employee

201 to 500

Revenue

$25M to $100M (USD)

Company Description
Navigating healthcare takes a human touch, data-driven health insights, and technology that engages. Health Advocate has been helping Americans navigate the complexity of the healthcare system for over 16 years. We offer a full range of clinical and administrative services as well as behavioral health and wellness programs supported by medical claims data science and a technology platform that uses machine learning to drive people to engage in their health and well-being. Health Advocate, Inc. is a US national health advocacy, patient advocacy and assistance company, serving more than 12,800 clients and 40+ million people and offering a spectrum of services to help employers, employees and consumers navigate the healthcare system and facilitate members’ interactions with insurers and providers. The privately held company was founded in 2001 by former Aetna executives and is headquartered in Plymouth Meeting, Pennsylvania.
Company ratings
  • Overall
    2.8
  • Company & Benefits
    2.8 / 5
  • Culture & Values
    2.5 / 5
  • Career Opportunities
    2.4 / 5
  • Work/Life Balance
    2.8 / 5
  • Senior Management
    2.4 / 5
Company reviews
"Per diem work to fill in gaps between other employment"
Current EmployeeHealth Coach
Different clients, different environments, and different coworkers both keeps you on your toes, but is more entertaining than a 9-5. The health screening industry is getting a little outdated as far as AHA recommendations, but the experience of each event and each participant is still rewarding. Overall, it is a relaxed environment as the main challenge is being efficient in your time while also being aware of each participant's sensitivities.
Pros:
Cons:

"Workplace "
Former EmployeeAssociate
Your performance is all about meeting metrics. Employees are just a number and are expected to be robots when it comes to work hours and performance.
Pros:
Cons:

"Toxic place to work "
Current EmployeeSupervisor
The expectations of employees is unrealistic there is no work life balance and leadership has favorites. I am a supervisor at Health Advocate and looking for another job because this is such a difficult place to work in many respects and there are not enough characters in this section to describe my horrible experience which is the norm

"Annoying "
Former EmployeeAssociate
Didn't like the location. The work was boring. The training was horrible. I didn't like the hours. The management team left a lot to be desired. I would recommend this company.