Become a part of our caring community and help us put health first
 

The Supervisor, Consumer Service Operations is responsible for the daily activities across multiple service functions area. The Supervisor, Consumer Service Operations works within thorough, prescribed guidelines and procedures; uses independent judgment requiring analysis of variable factors to solve basic problems; collaborates with management and top professionals/specialists in selection of methods, techniques, and analytical approach.

The Supervisor, Consumer Service Operations will work onsite providing support to call center associates who assist members with a variety of services. This role will provide associates with guidance on completing daily goals as well as individual developmental goals.

 

Additional responsibilities include:

 

• Setting clear expectations and managing performance effectively ensuring advocate contributions are aligned with departmental and organizational goals.
• Consistently monitor progress against established goals using performance data and key metrics. Conduct regular check-ins, such as weekly or monthly reviews, to assess progress and address challenges promptly.
• Provide timely, constructive, and actionable feedback to advocates. Encourage advocates seek and offer feedback to foster a culture of continuous improvement and trust. Leverage technology (e.g., Workday, Teams) for real-time feedback.
• Identify areas for professional growth through ongoing coaching, training, and development opportunities. Collaborate with advocates on Individual Development Plans (IDPs) and encourage participation in both internal and external learning initiatives.
• Conduct robust, formal performance reviews at least annually, summarizing achievements, areas for recognition, and developmental opportunities. Link individual performance outcomes to departmental and organizational priorities and document progress and feedback in relevant systems.
• Maintain up-to-date knowledge of all relevant systems, platforms, and documented procedures. This includes understanding process systems, compliance support, and platforms such as DUET, Customer Interface, CRM, as well as staying informed about any changes that may impact operational performance.
• Communicate operational updates, changes, and expectations in a timely and clear manner. Foster an environment of collaboration and leadership by participating in meetings, sharing ideas for process improvement, and ensuring that all advocates are aligned with organizational objectives.
• Encourage active participation from advocates in department activities and initiatives. Support team engagement through regular feedback, training, and opportunities for professional growth, thereby strengthening overall team effectiveness.
• Provide real-time assistance on the floor, engage in team and management chats to resolve issues, and facilitate smooth operations.
• Assist Production Leads with Helpdesk and administrative tasks as needed to ensure business continuity and workflow efficiency.
• Communicate promptly with Workforce Management (WFM) regarding exceptions, ensuring accurate reporting and compliance.
• Oversee attendance line, verify and update headcount, support late-night operations, and ensure compliance when acting as late-night leader on the floor.
• Participate in all relevant meetings and leadership development courses to stay informed and enhance operational effectiveness.

This department operates from 7:50am - 7:10pm EST. This position will have flexibility as it is a leadership position. Leaders in this position are expected to work one late night per week, which will be Friday for this role.

Location: Waterside Building, Louisville, KY – in office

Use your skills to make an impact
 

Required Qualifications

• Minimum 2 years' experience leading as a Production lead and/or as a supervisor with escalated calls experience

• Ability to coach and develop associates formally and informally

• Ability to monitor and recommend improvements to increase team productivity by providing expert advice and assistance to other associates, as needed

• Previous experience with coordinating and leading projects and tasks

• Experience with Medicare and/or Medicaid compliance regulations and processes

• Proficiency in all Microsoft Office programs including Word, PowerPoint and Excel, with ability to learn and navigate new applications quickly

Preferred Qualifications

• Experience working in a call center or production environment

• Bilingual (English/Span