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Corporate Functions & Operations WellCare - Operations Support Careers

Operations Supervisor Job

Full Job Title: Supervisor, Operations

Job Number: 1704197

Location: Nashville, TN

Date Posted: 10-2-2017

Position provides direct management of non exempt associates and/or assists in activities for the business function (or multiple functions) within Operations, internal and/or external people management, Root Cause Analysis, Trending, and Process Improvement all can be key aspects of this position. Assignments are broad in nature.


REPORTS TO: MANAGER, OPERATIONS

DEPARTMENT: OPERATIONS NASHVILLE CALL CENTER

POSITION LOCATION: NASHVILLE, TN 37211

Essential Functions:

  • Manages and monitors key performance metrics and implements improvement plans either to the individual or at an aggregate level.
  • Handles all direct employee personnel issues and processes (where applicable), including performance management, appraisal processes, development planning, and career pathing.
  • Supervises non exempt direct reports assigning workload, monitoring quality and associate coaching.
  • Serves as liaison between departments when it becomes necessary due to member or workflow issues.
  • Develops, recommends, and implements process improvements to improve efficiencies and services provided.
  • Performs root cause and trending analysis on data error reports from operation systems and business units.
  • Updates and creates resources on Well Care link applicable to the call center, such as timely announcements, step actions, reference call tools, FAQs etc.
  • Ensures WellCare link is update to with the appropriate materials.
  • Trains associates on new processes and refresher training.
  • Facilitate and participate in meetings with other departments and line of business as needed.
  • Act in a liaison capacity for the Mgr/ Sr Mgr representing operations with other areas and business units.
  • Responsible for reviewing, updating, and creating training materials for business.
  • Ensures all business processes are compliant with state and federal guidelines
  • Demonstrates desired behaviors by exceeding others expectations and leads by example
  • Completes gap analysis on training for the business.
  • Other duties as assigned.
Candidate Education:
  • High School or GED or equivalent is required
  • Bachelor's Degree in a related field is preferred
Candidate Experience:
  • 4 years of experience in a related field based on operational area, i.e., customer service, claims, call center, or a high transactional environment,accounts receivable application, etc. is required
  • Experience supervising or leading others is required
Candidate Skills:
  • Demonstrated analytical skills
  • Demonstrated written communication skills
  • Demonstrated interpersonal/verbal communication skills
  • Ability to communicate and make recommendations to upper management
  • In-Depth knowledge of Health Insurance
  • Strong understanding of managed care and its place in the health care industry
  • Understanding of interdependencies on other business units such as Health Services, Provider Relations, Sales, Vendors, Claims

Technical Skills:
  • Microsoft Word is required
  • Microsoft Outlook is required
  • Microsoft Excel is required

Languages:

  • Bilingual Skills (English/Spanish) is preferred *LI-RG1

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Last Updated On: 12/9/2015