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Supervisor, Member Advocacy

Sapphire Digital

Sapphire Digital

People & HR, Operations
St. Petersburg, FL, USA · Petersburg, VA, USA · St. Louis, MO, USA · Boston, MA, USA · Boston, MA, USA · Atlanta, GA, USA · Atlanta, GA, USA · Morristown, NJ, USA · Morristown, TN, USA · Texas, USA · Park, TX, USA
Posted on Thursday, August 24, 2023

Position Overview

At Zelis, the Supervisor, Member Advocacy trains and motivates team members as they answer questions, handle complaints, and provide support for clients. This role supports hiring and training employees, monitoring associate progress, and coaching them to cultivate the knowledge and skills to provide excellent service to Health Plan members and providers.

The Supervisor, Member Advocacy coaches and mentors performance across departmental functions while measuring and delivering quality service.

Key Responsibilities

  • Facilitate ongoing training and prepare team members to respond to customer questions and complaints; troubleshoot issues with services or products

  • Ensure team members understand and comply with departmental objectives, performance standards, and policies

  • Handle escalated questions regarding best practices or difficult calls

  • Monitor and evaluate team member performance, providing learning or coaching opportunities, and taking corrective action, if necessary

  • Develop and provide KPI reporting of the Member Advocacy department to Leadership;

  • Analyze reporting data to identify opportunities for improvement and support Leadership in determining call center goals and maximize customer satisfaction

Required Qualifications

  • High School diploma or equivalent

  • 2+ years supervisory or management experience

Preferred Qualifications

  • Higher degree of education or vocational/technical school in health care industry

  • 3 + years Health Insurance Industry experience in patient advocacy, customer service, provider relations or claims

  • Solid computer, grammar and multi-tasking skills

  • Strong attention to detail, time management and decision-making skills

#LI-RZ1

As a leading payments company in healthcare, we guide, price, explain, and pay for care on behalf of insurers and their members. We’re Zelis in our pursuit to align the interests of payers, providers, and consumers to deliver a better financial experience and more affordable, transparent care for all. We partner with more than 700 payers, including the top-5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, over 4 million providers, and 100 million members, enabling the healthcare industry to pay for care, with care. Zelis brings adaptive technology, a deeply ingrained service culture, and a comprehensive navigation through adjudication and payment platform to manage the complete payment process.

Commitment to Diversity, Equity, Inclusion, and Belonging
At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We encourage members of traditionally underrepresented communities to apply, even if you do not believe you 100% fit the qualifications of the position, including women, LGBTQIA people, people of color, and people with disabilities.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com

SCAM ALERT: There is an active nationwide employment scam which is now using Zelis to garner personal information or financial scams. This site is secure, and any applications made here are with our legitimate partner. If you’re contacted by a Zelis Recruiter, please ensure whomever is contacting you truly represents Zelis Healthcare. We will never asked for the exchange of any money or credit card details during the recruitment process. Please be aware of any suspicious email activity from people who could be pretending to be recruiters or senior professionals at Zelis.