What are the responsibilities and job description for the Health Insurance Call Center Supervisor position at Innovent Global, Inc.?
Member & Provider Services Supervisor (Health Insurance TPA)
Location: On-Site | Clearwater, FL
Schedule: Monday–Friday, 8:00 AM–5:00 PM
(7:00 AM–4:00 PM may be considered for longer commutes)
Employment Type: Full-Time | Exempt
Salary Range: $55,000–$65,000 base (up to ~$70,000 for exceptional experience)
Incentive Bonus: Up to $500/month based on performance and SLA achievement
About the Opportunity
Innovent Global is partnering with a well-established Third-Party Administrator (TPA) in the health insurance space to identify a skilled Member & Provider Services Supervisor to lead a high-impact call center team.
This is a confidential search for a client operating in a performance-driven, service-focused environment supporting non-Medicare, non-Medicaid health insurance products. The Supervisor will play a critical role in ensuring service excellence, regulatory compliance, and team performance across inbound calls, outbound outreach, and written correspondence.
Please note: Client name will be disclosed later in the interview process.
What You’ll Be Responsible For
- Supervise and lead a team of 6 Member & Provider Service Representatives
- Oversee daily call center operations to ensure SLA compliance
- Monitor real-time queues, call metrics, and production levels
- Step into the call queue during peak periods to support service demands
- Manage staffing based on call trends, attendance, and service forecasts
- Ensure timely follow-up on messages, outbound calls, emails, and written correspondence
- Act as the escalation point for complex service issues and program questions
- Build trusted working relationships with internal leadership and external partners
- Ensure strict compliance with HIPAA, data privacy, and quality standards
- Collaborate on training, documentation, and continuous improvement initiatives
Performance Metrics for Success
- 90% of calls answered by a live representative within 45 seconds
- Average speed to answer under 40 seconds
- Abandon rate below 5%
- Team quality audit scores averaging 93% or higher
- Client satisfaction scores of at least 4 out of 5
Supervisors are eligible for monthly incentive bonuses tied to these outcomes.
Required Qualifications
- 2 years of supervisory experience in an inbound customer service call center
- 5 years of overall call center experience, including frontline support
- Health insurance experience within a Third-Party Administrator (TPA) environment
- Experience supporting commercial or supplemental health insurance products
- Strong leadership, organizational, and analytical skills
- Excellent written and verbal communication abilities
Important: Experience limited to Medicare or Medicaid environments does not meet the requirements for this role.
Work Environment & Requirements
- On-site role in Clearwater, FL (remote or hybrid not available)
- Office-based environment with extensive phone and computer use
- Ability to lift up to 30 lbs occasionally
- Reliable, secure internet required (hotspots not permitted)
- Must maintain a private and secure workspace due to PHI access
Compliance & Confidentiality
This position involves access to Protected Health Information (PHI) and requires strict adherence to HIPAA and data privacy regulations. Company-issued equipment and secure systems must be used at all times. HIPAA training is required upon hire and annually.
Why Innovent Global
Innovent Global specializes in connecting top talent with high-performing organizations across insurance, healthcare, and professional services. We work closely with our clients to ensure long-term alignment, cultural fit, and career growth for our candidates.
Salary : $55,000 - $70,000