Supervisor, Broker Services - Remote

Summary of Job

Manage day to day operation of Broker & Account Services. Ensure appropriate allocation of staff resources to provide needed coverage. Schedule work and staff; monitor performance. Audit practices, policies, and team performance. Manage work queues.

Responsibilities

* Evaluate & supervise the broker services team.
* Implement new policies & procedures outlined by Director, in accordance with company policies & direction.
* Manage & report reps' timecards & PTO requests.
* Keep a calendar of PTO days to always ensure adequate coverage at all times.
* Administer weekly auditing of phone calls to ensure accuracy of information.
* Analyze performance of reps for quality assurance. Conduct trainings as needed.
* Development of telephone survey & analyze results to make recommendations for improvements.
* Monitor reps' performance against metrics.
* Monitor GA & broker email boxes weekly.
* Simplify workloads in Broker Service box.
* Monitor open ticket status to meet guidelines for closure; and responses from other departments to ensure accuracy of those guidelines.
* Develop training guides for broker services team.
* Coordinate & confer with other departments to ensure rules are being followed (billing, claims, vendor inquiries, membership rules).
* Perform other duties as assigned or required.