What are the responsibilities and job description for the Operations Supervisor position at Delta Dental of Washington?
The Operations Supervisor is responsible for the coordination and evaluation of the work for their assigned Operations business unit(s). These business units could include Customer Service, Claims Processing, Appeals, Subscriber Maintenance and/or the Support Team. Supervisors are responsible for working with the Operations production and service teams to assure compliance on Group performance guarantees, Delta Dental Plans Association service levels, internal Operations key performance indicators, regulatory requirements, coaching and mentoring of direct team members, and partners with quality assurance, training, documentation, and eligibility teams.
At Delta Dental of Washington our vision is that all people can enjoy good oral and overall health, with no one left behind. We succeed because of a shared commitment to a set of values that guide everything we do – for our customers, for our communities, and for each other. We are Accountable. We lean in with Courage. We stay Curious. We are Inclusive. We act with Integrity.
We offer a highly competitive medical, dental and vision plans as well offering an 8% 401k match and all employees start accruing vacation and sick time from their very first day. We empower employee development through our tuition reimbursement plan, professional development plans, and employee-led communities.
Responsibilities include the following. Other duties may be assigned.
- Oversee the daily work of all team members, including those at other campuses. Monitor the quality and quantity of work on a regular basis to identify coaching, training and mentoring opportunities, or the need for process and procedure improvements.
- Ensure that member concerns are resolved promptly and courteously, and when possible, by the first point of contact.
- Monitor call volumes and claim inventory, Performance Guarantee status, and personnel activities through the utilization of various real-time technology and reports to ensure internal and external service is provided in a timely manner, within established timelines and quality objectives.
- Coach team members on Job Performance and Competencies. Ensure appropriate steps are taken in their development process.
- Coordinate and facilitate full staff or individual team meetings with representatives to ensure that they are well informed of product, policy or procedure changes and focused on service and quality objectives.
- Assist and guide employees through escalated issues that are sensitive and complex in nature.
- Serve as a subject matter expert and resource for internal and external project teams and task forces.
- Maintain effective communication with all Delta Dental of Washington employees to ensure coordination and exchange of information for accomplishing goals and achieving a high level of member satisfaction.
Supervisory Responsibilities: This job has supervisory responsibilities.
Qualifications: The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Two years of experience working in a call center, contact center, or equivalent work experience.
- Prior leadership experience is preferred.
- Detail oriented with consistent follow-up practices
- Excellent interpersonal, verbal, and written communication skills and the ability to optimally work with people from a diverse set of backgrounds
Washington Dental Service and its affiliates, including Delta Dental of Washington and Arcora Foundation is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.