The Role:

As a supervisor you will support the team manager in managing a team of care representatives. Key to the role will be developing and coaching the team to deliver a high -quality customer centric service offering.  Your role includes:

• Motivate individuals and team collectively to achieve agreed work output targets covering productivity, quality and customer/provider satisfaction
• Recommend and implement innovative strategies to improve efficiency and provide excellent customer service.
• Be proactive in identifying improvement/enhancement opportunities and active in seeking and sharing ideas for innovation in business processes within the Integrated Health Team and other operations; recommend and implement innovative strategies to improve efficiency within the pre-authorization and care coordination process and provide excellent customer service, including to members, clients, but also health care providers.
• Ensure strong employee engagement within the team, including day to day oversight, motivation, conflict management, training, well being and performance
• Ensure appropriate performance management actions are taken
• Proactively address and/or escalate any risks.
• Develop/maintain proactive/effective business relationships, both internally and externally to ensure a seamless delivery of service.  Actively encourage all team members to do likewise.
• Produce, review and interpret reporting and data in line with formats and timescales agreed with management, including trending and enhancement activities with quantification of operational impacts.
• Be the key focal point for the implementation of new clients and/or procedures, as well as being a contact for clients/members, including hosting (potential) clients and presenting our services to them.

YOUR PROFILE

• Strong performance track record
• Degree or diploma in relevant field
• International mind-set, with holistic view and able to work remotely with peers across locations
• 2 years of leadership in the medical insurance industry
• Night shift availability is required to support the team and clients across time zones. 
• Experience and/or interest in coaching, managing, developing and motivating individuals
• Experience and/or interest in conflict management
• Experience in complaint management - with a proven track record in improving customer service standards
• Strong communication and presentation skills, and knowledge of Window tools, e.g. Excel, PowerPoint, Windows
• A growth mindset with a positive attitude towards change and the ability to play an active role in implementing change initiatives.
• Excellent interpersonal skills: strong empathy and listening skills, strong articulation and communication skills, passionate. Competency to build a team and create an atmosphere of positive collaboration, innovation and creative solutioning among the team members
• Action-orientated problem-solving attitude
• Excellent organization, planning and prioritization skills
• Able to seek out best practice in order to effectively deal with diverse, complex and highly sensitive issues
• Results orientated – ability to cascade and translate goals, establish plans and manage work to achieve desired outcomes.
• Accountability – assume ownership for achieving personal results and collective team goals