Supervisor, Customer Care

Job Title / Supervisor, Customer Care (shift 11:00am – 8:00pm)
Primary Function/Core Job Responsibilities / The Claims Customer Care Supervisor leads his/her team to deliver outstanding service results from a quality, speed, efficiency and customer relationship-enhancing standpoint. Responsibilities include:
  • Trains and develops the team associates and ensures that they have the tools necessary to create high levels of value for HPS customers and shareholders.
  • The Supervisor willingly assumes additional responsibilities when needed.
  • The Supervisor is also responsible for: supervisory level calls, management referrals, respond to internal and external customer inquiries, staff management, training, feedback, auditing, monitoring of work and Management by Walking Around ("MBWA").

Minimum Education & Experience /
  • College Degree a must plus 2-5 years experience in training and claims processing.
  • A minimum of 2 years customer service/call center experience.
  • Project or supervisory experience preferred.
  • Prior medical insurance experience preferred.

Expertise /
  • Diverse problems that require interpretation of administrative and/or technical issues.
  • Design, plan and execute project related tasks.
  • Designs and documents procedures.
  • Anticipates, recognizes and resolves issues.
  • Independently evaluates and documents department procedures.

Accountability and Supervision /
  • Supervises the coordination of the activities of a department with the responsibility for results, including costs, methods and staffing.
  • Provides direction for administrative and/or technical people.
  • Several administrative and/or technical duties.
  • Provides guidance, information and/or services under minimal supervision.
  • Decisions and actions may have a direct impact on the performance or staff function objectives.
  • Considerable discretion as to work details.
  • Responsible for timely project completion.
  • Responsible for the ultimate performance of the employees.

Job Knowledge /
  • Requires specialized knowledge where problems, assignments, and/or duties are difficult but related.
  • Thinking is independent but structured by broad principles and/or procedures.
  • Thinking independent but structured by broad principles. Individual performance of or supervision of several different activities.
  • Requires integration and coordination of work. Specialized skills and procedural knowledge are essential.

Physical Work Environment /
  • Normal degree of physical effort in typical office environment with comfortable, constant temperatures and absence of objectionable elements.
  • May be subject to interruptions.
  • Minimal physical exertion required.
  • Required to work computer.

Computer skills /
  • Proficient with Microsoft Word, and Excel, Outlook as well as claims processing software.
  • Experience with internal systems including TAS, CSR Desktop and ER/NERD for processing role.

COMPETENCIES
Strategic/Organizational (Believe in HPHI)
Corporate Focus (Believe in our strong foundation) /
  • Performs day-to day job responsibilities in ways that support the business focus of HPH.
  • Understands and carries out responsibilities in line with assigned goals. Understands issues and events that impact the businesses and the environment in which HPS operates.
  • Responds aggressively to customer, client or business partner requirements.
  • Aligns work with department strategy.
  • Understands and carries out responsibilities in line with overall project goals.
  • Demonstrates awareness of changes in industry, competitors and company.
  • Committed to working with business partners to resolve problems.
  • Discerns information critical to client success.

Customer Focus (Believe in Customers) /
  • Demonstrates awareness that customers are the reason for HPH existence.
  • Every customer is an important customer.
  • Understand customer needs, both internal and external, and looks for opportunities to provide the highest quality service.

Risk Management (Believe in Achievement) /
  • Recognizes risks relative to procedures and takes appropriate action
  • Identifies and quantifies risks relative to an overall project.
  • Capitalizes on opportunities that contain an acceptable level of risk.
  • Recognizes risks relative to procedures and takes appropriate action

Visionary Strategy (Believe in Innovation) /
  • Demonstrates awareness of changes in industry, competitors and company.
  • Contributes to the development of tomorrow’s business strategy for the department.

Financial Focus (Believe in Making a Difference) /
  • Responsible for persona land department budgetary savings.
  • Understands the financial dynamics of the business and how personal actions and decisions translate to the bottom line.
  • Consistently chooses and applies cost-effective course of action.

Technological Focus (Believe in challenging the status quo.) /
  • As a company considered a leader in technology, identifies and implements processes and procedures to add value to the business.
  • Demonstrate functional excellence in the formulation, application and execution of technological strategies.
  • Displays the expertise and proficiency required to apply existing technology and develop new technology.

Quality Focus (Believe in doing the right things right) /
  • Provides highest quality service to the business areas and clients.
  • Attention to detail.
  • Documents test cases and testing results clearly.
  • Recommends appropriate metrics to measure process towards meeting quality standards for department.
  • Committed to excellence
  • Monitors quality level
  • Finds root cause of quality issues
  • Accepts ownership and acts on quality issues

Metric Focus (Believe actions speak louder than words) /
  • Completes and provides on-going metrics for management.
  • Builds methods for measuring effectiveness of processes to meet business objectives.
  • Uses results to make decisions.

Professional (Believe in My Work)
Analysis (Believe in creating unlimited opportunity) /
  • Strong analytical skills.
  • Enjoys thinking and approaching opportunities in an analytical manner.
  • Applies analytical techniques to research problems, integrate data and synthesize results, evaluates the quality of the data
  • Provides analysis and recommendations to management based on results of detailed research.

Creativity (Believe in developing creative solutions) /
  • Generates new ideas and initiatives.
  • Shows ability to produce through imaginative skill.
  • Considers others ideas and suggestions with an open mind.
  • Demonstrates openness to change and aligns with new organizational needs and realities.
  • Shows high capacity for adjustment and takes personal responsibility for adapting to change.
  • Demonstrates insight, creativity and resourcefulness in developing or applying technology, services, products or working practices. Innovative, upbeat, pro-active thinker who welcomes positive solutions.
  • Ability to think "out-of-the-box".

Planning (Believe in hard work) /
  • Strong organizational skills.
  • Makes plans to accomplish individual or team goals to specification (cost, quality, time).
  • Establishes project goals and implementation plans
  • Sets timeline.
  • Ability to work concurrently on multiple tasks or projects.
  • Strong time management and organizational skills.
  • Meets established attendance and punctuality guidelines.

Implementing (Believe in making things happen) /
  • Implements project plans comprehending resource, budget, facility, and regulatory requirements to meet project goals.

Problem Solving (Believe in our ability) /
  • Strong problem solving skills.
  • Uses a systematic process to address issues/problems.
  • Problems may involve a variety of administrative and/or technical solutions.
  • Defines issues and alternate solutions logically and comprehensively.
  • Diverse problems require interpretation of administrative and/or technical issues.

Individual (Believe in Myself)
Communication (Believe a positive attitude is contagious) /
  • Excellent written and verbal communication skills.
  • Exchanges information, both oral and written, with appropriate frequency and within a time frame to maximize its utility.
  • Delivers communication tailored to the needs of the receiver.
  • Asks investigative questions.
  • Initiates and cultivates open, honest and beneficial relationships with colleagues and customers by establishing rapport, developing an understanding of others needs, promoting common goals and following through on commitments.

Interpersonal Relations (Believe all work is teamwork) /
  • Strong interpersonal skills.
  • Enjoys helping others make and reach goals and objectives.
  • Ability to work cooperatively and interact effectively with peers, business users and clients.
  • Creates builds and manages relationships across lines of authority so that business results are accomplished through collaborative style.
  • Works out acceptable agreements that promote synergy.
  • Patience and rapport required giving, receiving and utilizing difficult information and applying human relations skills to gain cooperation. Invites perspective of others and is receptive to their point of view.

Teamwork (Believe in the power of teamwork) /
  • Lead and/or mentor teams.
  • Establishes metrics to measure team performance and progress towards goals.
  • Consistently works at enhancing networks to avoid duplication of effort and efficient use of manpower.
  • Contributes to team tactics to meet defined goals.
  • Exhibits desire to work closely with others to achieve goals.
  • Supports a work environment that supports team productivity.
  • Motivates and inspires self and others to work effectively as a team.
  • Accepts team decisions and works toward implementation.
  • Varies contributions according to the needs of the team by adapting or adding new skills or knowledge areas.

Development (Believe in motivation from within) /
  • Highly motivated, has passion for work, displays emotional and professional strength and maturity.
  • Acquires skills, knowledge and experience to support business needs of the department.
  • Asks for constructive feedback on strengths and development needs of self and others.
  • Prepares a plan that sets appropriate goals, establishes timelines, identifies resources, and describes behavioral outcomes.
  • Translates changes in department goals and objectives into the skills, knowledge and experience needed for future work.
  • Achieves and applies personal development goals.

Leadership Activities (Believe and trust in people) /
  • Subject matter expert.
  • Team leader.
  • Trains others on the theoretical and practical basics of techniques and processes.
  • Participates in project planning and process updates.
  • Confronts issues in a constructive manner and at an appropriate organizational level
  • Complete all performance appraisals on time.
  • Develops timely performance evaluations and provides feedback to staff

Positive Attitude (Believe in loving what you do and having fun doing it) /
  • The success of HPH depends on the attitude of every associate.
  • Highly motivated.
  • Has passion for work.
  • Displays emotional and professional strength and maturity.
  • Demonstrates flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity and rapid change.

Integrity (Believe in trust) /
  • Supports company values
  • Approaches all business decisions and actions guided by sound personal and professional beliefs.
  • High level of credibility.
  • Earns trust by dealing honestly and following through on commitments.
  • Maintains confidentiality

Customer Care Supervisor approved K. Hendricks 9/14/06