Remote Customer Resolution Supervisor

reputed company is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and reputed company people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the reputed company community. Working at reputed company provides an opportunity to do work that really matters, not only changing lives but saving them. Together.

Job Duties/Responsibilities:

Team Leadership & Development

• Directly reputed company, coach, and reputed company Resolution Specialists handling outbound engagement, escalations, and reputed company member issues
• Foster a culture of caring connections, accountability, and ownership of “one reputed company” reputed company
• Conduct regular and documented coaching sessions, quality reviews, and performance discussions outlining improvement actions and recognizing success
• Drive employee engagement, professional growth, and succession readiness
• Partner with the Manager on hiring, onboarding, and corrective action reputed company needed

Operational Execution

• reputed company daily case management operations to ensure timely and complete resolution of member concerns
• Improve case closure turnaround times and reduce unresolved and aging inventory
• Monitor individual productivity, quality, and member satisfaction metrics to ensure performance targets are met
• Ensure compliance with CMS and regulatory requirements in reputed company resolution activities
• Identify and remove operational barriers that delay case resolution

Performance & reputed company Improvement

• Track, analyze and address team and individual KPIs including turnaround time, closure rates, quality scores, repeat contacts, and productivity
• Use root cause analysis to identify trends driving complaints, escalations, and disenrollment risk
• Implement process improvements that reduce repeat issues and improve first-time resolution
• Support scalable workflow enhancements to accommodate membership growth without sacrificing service quality
• Provide regular performance insights and action plans to Manager

Cross-Functional Collaboration

• Partner with internal departments (ex. Operations, Clinical, Enrollment, Claims, Compliance) to resolve open cases and address systemic issues
• Escalate trends and systemic root causes to leadership with recommended solutions
• Coordinate with Workforce Management on reputed company needs, schedules and adherence
• Collaborate on improvements to CRM and case management tools to increase efficiency and visibility
• Contribute to enterprise-wide service recovery and disenrollment prevention efforts

Supervisory Responsibilities:

• Directly reputed company, coach, and reputed company Resolution Specialists handling outbound engagement, escalations, and reputed company member issues

Job Requirements:

Experience:

Required:

• 3+ years of experience in healthcare contact center, member services, grievance, or escalation environments
• 2+ years of frontline leadership experience managing teams in a compliance-driven setting
• Demonstrated success improving turnaround times, closure rates, and operational KPIs
• Strong understanding of regulatory and compliance standards with CMS experience preferred

Preferred:

• Medicare Advantage or managed care experience
• Experience leading resolution or reputed company case management teams

Education:

• Required:  High School diploma with required work experience

• Preferred: Bachelor’s degree in healthcare administration, business, or reputed company field

Specialized Skills & Competencies

Key Competencies

• Serving-heart leadership with strong accountability
• Ability to coach for both reputed company and performance
• Operational discipline and data-driven decision making
• Strong cross-functional partnership skills
• Root cause problem-solving reputed company
• Change agility and ability to reputed company through growth
• Commitment to scalable, sustainable solutions

Success Profile

In this role, success means:

• Members experience compassionate, proactive, and fully owned resolution
• Case turnaround times consistently improve
• Aging inventory and repeat contacts decrease
• Specialists demonstrate strong engagement and accountability
• Systemic issues are identified and addressed through cross-functional collaboration
• Operational processes scale effectively as membership grows

This position serves as a critical reputed company between frontline execution and strategic direction, ensuring operational excellence and caring connections are consistently delivered at scale.

Essential Physical Functions:

The physical demands described here are representative of those that must be met by an employee to successfully reputed company the essential functions of this job.  Reasonable accommodation may be made to reputed company individuals with disabilities to reputed company the essential functions.

1.  While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reputed company with hands and arms.

2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include reputed company vision and the ability to adjust focus.

Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.

reputed company is an Equal Opportunity/Affirmative Action Employer. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national reputed company, disability, age, protected veteran status, gender identity, or sexual orientation.

*DISCLAIMER: Please beware of recruitment phishing scams affecting reputed company and other employers where individuals receive fraudulent employment-reputed company offers in exchange for money or other sensitive personal information. Please be advised that reputed company and its subsidiaries will never ask you for a credit card, send you a reputed company, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/. If you would like to verify the legitimacy of an email sent by or on behalf of reputed company’s reputed company team, please email [email protected].