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About the Role
The Supervisor, Customer Care provides daily leadership and oversight to a Customer Care team, ensuring adherence to company guidelines, regulatory requirements, and client needs. This role involves managing Protected Health Information (PHI) and Personally Identifiable Information (PII) with the minimum necessary access.
Responsibilities
- Provides daily leadership and supervision to staff consistent with management values and mission.
- Assigns, distributes, and monitors work quality and quantity, ensuring staff accountability for meeting requirements.
- Develops staff through performance management, goal setting, training, and employee relations.
- Optimizes workflows, processes, tools, and staff allocation for efficient and cost-effective operations.
- Employs management oversight to ensure ongoing compliance with regulatory and legal guidelines.
- Reviews and approves timecards, time off requests, and validates labor allocations and payroll processing information.
- Maintains current knowledge of assigned plans and applies it effectively.
- Remediates escalated claims issues, reviews plan changes, and addresses client needs.
- Participates in new business presentations, client meetings, and benefit fairs.
- Assists in the implementation of new clients.
- Performs other duties as assigned.
Requirements
- High school diploma or GED.
- Three years of customer service experience, with one year in a lead or supervisory role.
- Understanding of call metrics and analysis, staffing models, and workforce management.
- Exceptional team player with confidence and integrity.
- Strong decision-making and organizational skills.
- Ability to optimize resource utilization and manage multiple priorities.
- Exceptional analytical and problem-resolution skills; ability to exercise independent, sound judgment.
- Ability to effectively manage staff remotely.
- Ability and willingness to travel as necessary.
- Computer proficiency including Microsoft Office applications and tools.
Skills
- Microsoft Office
Location
- Remote
Work Type
- Full-time
Experience Level
- Supervisory
- Lead
Education Level
- High school diploma
- GED
Salary/Compensations
- $75,000/annually
Benefits
- Health coverage
- Vision coverage
- Dental coverage
- Retirement savings 401(k) plan with company match
- Paid time off (PTO)
- Opportunities for growth
About the Company
- Zenith American Solutions is the largest independent Third Party Administrator in the United States with over 44 offices nationwide.
- The company has been in business since 1944, formed from a merger in 2011.
- Zenith American Solutions believes in hiring the best employees who share a dedication to high-quality work, exceptional service, and mutual respect.
- The company fosters an environment where employees and clients matter.
Equal Opportunity
- Consistent with the Americans with Disabilities Act (ADA) and other applicable federal and state law, it is the policy of Zenith American Solutions to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship.
- The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process.
- If reasonable accommodation is needed, please contact the Recruiting Department at recruiting@zenith-american.com.