Supervisor Member Services

Job Summary

This job is responsible for supervising member service call center and ensuring timely, professional, and courteous responses to all customer inquiries and complaints, appropriately referring inquiries to other areas as necessary for resolution. Investigate escalated member inquiries. The incumbent may be required to make routine medical approval decisions.

Essential responsibilities include managing the departmental operations and day-to-day functions, handling escalated calls from members, state agencies, providers, and vendors, coaching and counseling employees, preparing reports for various internal and external areas for trends and statistics, creating and maintaining quality and training programs for the department, and being responsible for on-call emergency contact for nights and weekend support. Other duties as assigned or requested may also be required.

Qualifications include a minimum of a high school education or GED, one year of experience in a supervisory position, and three years of experience in the customer service and / or health industry environment. A bachelor's degree is preferred. Skills include Excel experience.

This role supervises and manages other employees. Travel is not required.

The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. This position adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies. Employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. All employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the company's Handbook of Privacy Policies and Practices and Information Security Policy. It is every employee's responsibility to comply with the company's Code of Business Conduct.

Pay range minimum is $50,200.00 and maximum is $91,200.00. Base pay is determined by a variety of factors including a candidate's qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law. We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the email below. For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org.