Delta Dental of Michigan ยท 3 weeks ago
Supervisor, Customer Service Government Programs
Farmington Hills, MI
Full-time
Hybrid
Mid, Senior Level
3+ years expDelta Dental of Michigan is one of the largest dental plan administrators in the country, dedicated to improving oral health through benefit plans and community support. The Supervisor, Customer Service Government Programs is responsible for overseeing the contact center activities related to Medicare Advantage and Medicaid, ensuring compliance and operational effectiveness while leading a team focused on performance improvement.
Health Care
Responsibilities
Leads, evaluates, recommends and enforces policies, procedures, guidelines and standards of operation; Develops and creates departmental policies, procedure, goals, objective and strategies to support corporate objectives; evaluates and prioritizes day to day workflow and activities to ensure operational effectiveness and continuous improvement of programs and services, including resolving workflow issues with other departments and locations
Samples, compiles, and analyzes data to determine compliance with quality and performance standards and prepares and distributes reports for management and quality assurance
Responsible for team building, leading change and organizational learning; performs daily analysis of Key Performance Indicators (KPI) and metrics, real-time monitoring, agent performance levels and processes to identify and recommend areas of improvement
Evaluates individual employee performance by monitoring real-time behaviors and analyzing historical reporting data and provides feedback, recognition and coaching to continuously improve employee performance; Evaluates and conducts formal appraisal sessions for specialized staff
Supervises the government programs training/specialist team. Collaborates to identify training needs and create training materials
Collaborates with Quality Assurance, Reporting, and Workforce management teams on trends identified through call center monitoring, as well as inquiry content, tracking and volume that require coaching and advanced training of the customer service department
Administers and enforces collective bargaining agreement
Leads team efforts in designing, developing, testing and evaluating the implementation of new program and service initiatives
Participates in government program audits, researches issues, responds to inquiries, and coordinates work between external plan partners, other departments, and affiliate locations, and maintains related records in compliance with applicable federal and state requirements
Interviews, hires, trains, evaluates, manages and develops staff in order to ensure accountability for achievement of departmental goals and objectives
Perform other related assigned duties as necessary to complete the Primary Job Responsibilities as described above
Qualification
Required
Position requires bachelor's degree in business administration or a related field
Three years of experience in a customer service and/or claims processing environment
Knowledge of dental terminology, dental procedure codes, dental insurance products, and dental claims processing procedures
Strong verbal and written communication skills
Strong interpersonal skills
Ability to manage multiple assignments with competing deadlines
Ability to identify and resolve service and performance issues using independent judgment
Ability to work flexible hours, outside of regular business hours, including a 2:00 p.m. to 10:00 p.m. schedule
Preferred
Two years of leadership experience preferred
Previous experience administering federally funded and federally regulated group contracts within the health insurance industry also preferred
Company
Delta Dental of Michigan
Delta Dental of Michigan, with its affiliates in Arkansas, Indiana, Kentucky, New Mexico, North Carolina, Ohio and Tennessee
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Jed Jacobson
Chief Science Officer/Senior Vice President
Andrew Woodard
Vice President, Chief Information Security Officer
Company data provided by crunchbase