The Role:
As a supervisor you will support the team manager in managing a team of care representatives. Key to the role will be developing and coaching the team to deliver a high -quality customer centric service offering. Your role includes:
- Motivate individuals and team collectively to achieve agreed work output targets covering productivity, quality and customer/provider satisfaction
- Recommend and implement innovative strategies to improve efficiency and provide excellent customer service.
- Be proactive in identifying improvement/enhancement opportunities and active in seeking and sharing ideas for innovation in business processes within the Integrated Health Team and other operations; recommend and implement innovative strategies to improve efficiency within the pre-authorization and care coordination process and provide excellent customer service, including to members, clients, but also health care providers.
- Ensure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, well being and performance
- Ensure appropriate performance management actions are taken
- Proactively address and/or escalate any risks.
- Develop/maintain proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service. Actively encourage all team members to do likewise.
- Produce, review and interpret reporting and data in line with formats and timescales agreed with management, including trending and enhancement activities with quantification of operational impacts.
- Be the key focal point for the implementation of new clients and/or procedures, as well as being a contact for clients/members, including hosting (potential) clients and presenting our services to them.
YOUR PROFILE
- Strong performance track record
- Degree or diploma in relevant field
- International mind-set, with holistic view and able to work remotely with peers across locations
- 2 years of leadership in the medical insurance industry
- Night shift availability is required to support the team and clients across timezones.
- Experience and/or interest in coaching, managing, developing and motivating individuals
- Experience and/or interest in conflict management
- Experience in complaint management – with a proven track record in improving customer service standards
- Strong communication and presentation skills, and knowledge of Window tools, e.g. Excel, Powerpoint, Windows
- A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives.
- Excellent interpersonal skills: strong empathy and listening skills, strong articulation and communication skills, passionate. Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members
- Action-orientated problem-solving attitude
- Excellent organization, planning and prioritization skills
- Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues
- Results orientated – ability to cascade and translate goals, establish plans and manage work to achieve desired outcomes.
- Accountability – assume ownership for achieving personal results and collective team goals