Lumeris
Healthcare
Supervisor,HealthPlanConcierge
“Supervisor, Health Plan Concierge at Lumeris. Skills: Supervision, Customer Service, Team Leadership, Performance Management, Member Outreach, Retention Efforts. Directly supervise the day-to-day activities and workflow of the Health Plan Concierge team, ensuring adherence to schedules and established procedures.. Serve as the primary point of contact for team members' questions, providing guidance and support to resolve daily operational challenges.”
What You'll Achieve.
Ensure operational efficiency and excellence.; Meet team goals for proactive member outreach and retention efforts.; Deliver a BEST IN CLASS Customer Service experience.; Improve service quality.; Enhance the overall member experience.; Drive growth.; Strengthen retention.
Industry & Context.
Resolve daily operational challenges
Residence in the St. Louis area is required for hands-on leadership at local member events., Attends and supports in-person member events as needed.
What They're Looking For.
Must Have
Bachelor’s degree or commensurate experience, 4+ years of relevant experience in a customer service or healthcare environment, 1+ year of leadership experience (e.g., as a team lead, supervisor, or mentor), Current residence in the St. Louis area, or willingness to relocate to the area, Proficiency in Microsoft Office programs
Nice to Have
Prior health care experience, Knowledge of Federal & State Healthcare regulations or CMS guidelines
What You'll Do.
Directly supervise the day-to-day activities and workflow of the Health Plan Concierge team
ensuring adherence to schedules and established procedures.
Serve as the primary point of contact for team members' questions
providing guidance and support to resolve daily operational challenges.
Conduct ongoing performance management
including regular 1:1 check-ins
and mentoring to support team member growth.
Monitor and manage team attendance
including the review and approval of timesheets.
Track and report on individual and team-level metrics to the Senior Manager
highlighting progress towards campaign goals and identifying areas for improvement.
Provide team members with the necessary tools
and training to perform their roles effectively.
Ensure all member interactions are handled accurately
and in compliance with CMS standards.
Collaborate with the Quality Monitoring team to review team performance and implement feedback to improve service quality.
Assist in the coordination of special projects and support other departments as needed to enhance the overall member experience.
Motivate and energize the team by fostering a collaborative
and professional work environment.
Attends and supports in-person member events as needed to drive growth
and enhance the member experience.
How You'll Work.
Team & Collaboration
Collaborate with the Quality Monitoring team to review team performance and implement feedback to improve service quality.; Support other departments as needed to enhance the overall member experience.; Foster a collaborative, positive, and professional work environment.
Communication Scope
Clear and professional communication; Written communication; Verbal communication
Process & Methodology
Assist in the coordination of special projects
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