Supervisor, Customer Care Job Listing at Medical Mutual in OH (Job ID 2400523)

Description

Supervisor duties may be performed as full time in office, hybrid or work at home. There will be times when coming onsite into a physical location (determined by applicable business unit for business demands, training, engagement activities, etc.) will be required.

Candidate must also be flexible, if the WAH business model changes, as determined by applicable business unit and/or business demands, or other factors that require adjustments to this requirement.

Founded in 1934, Medical Mutual is the oldest and one of the largest health insurance companies based in Ohio. We provide peace of mind to more than 1.6 million Ohioans through our high-quality health, life, disability, dental, vision and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement and individual plans.

Medical Mutual' s status as a mutual company means we are owned by our policyholders, not stockholders, so we don't answer to Wall Street analysts or pay dividends to investors. Instead, we focus on developing products and services that allow us to better serve our customers and the communities around us and help our members achieve their best possible health and quality of life.

Drives customer service excellence and adherence to performance goals for a team of Customer Care Specialists responding to customer inquiries regarding the Company's health insurance products and services via telephone, written, e-mail, chat or face to face.

Responsibilities

·    Conducts regular and ongoing coaching to drive the highest level of team performance and ensure an optimal customer experience. Ensures adherence to goals (e.g. customer satisfaction percentages, compliance, call metrics, inventory volumes and established service levels, productivity, quality assurance). Reviews holistic performance with CCSs , identifies developmental needs and takes steps to assist staff to achieve their full capabilities.

·     Participates on projects and/or teams.  Collaborates with other areas of the division and/or corporation regarding customer problems and trends, and relays pertinent information to departmental personnel.

·     Monitors team service performance levels on a real-time basis to ensure workflow objectives are being achieved.

·     Performs other duties as assigned.

Qualifications

Education and Experience:

·   Bachelor's degree in Business Administration, Communications or related field or equivalent combination of training and experience.  

·   3 years relevant experience successfully leading teams or projects (formally or informally).

Technical Skills and Knowledge:

·   Expertise in monitoring workflow systems in a customer service environment.

·   Knowledge of health insurance products and services.

·  Knowledge of and the ability to apply fundamental customer service philosophies and best practices in a contact center environment.

·   Intermediate computer navigation and Microsoft Office skills.

Medical Mutual is looking to grow our team! We truly value and respect the talents and abilities of all of our employees. That's why we offer an exceptional package that includes:

A Great Place to Work:

• Top Workplace in Northeast Ohio. Year after year we've received this recognition!
• On-site wellness center at most locations. Enjoy personal trainers, towel service, locker room, weight room, elliptical machines, and a variety of classes!
• On-site cafeteria serving hot breakfast and lunch, at most locations. Choices ranging from salad bar, made to order, hot and cold sandwiches, or a variety of entrees cooked fresh daily. Convenience store at most locations
• Employee discount program. Discounts at many places in and around town, just for being a Medical Mutual team member
• Business Casual attire

Excellent Benefits and Compensation:

• Competitive compensation plans
• Employee bonus program
• 401(k) with company match and an additional company contribution
• Excellent medical, dental, vision, and disability insurance

An Investment in You:

• Career development programs and classes
• Mentoring and coaching to help you advance
• Education reimbursement up to $5K per year

About Medical Mutual:

We strive to create peace of mind. Our customers can trust us to do things right and to help them get value from their health plan. We're the largest health insurer in Ohio and for over 85 years, we've been serving our members and the Ohio communities where they live and work. Medical Mutual is a Top Place to Work in Northeast Ohio with exceptional career opportunities that offer challenge, growth and a great work/life balance. We want talented, innovative, and driven people to help us continue to be the best health insurance choice of Ohioans and help make Ohio the best it can be! Our headquarter building is located in the heart of downtown Cleveland and we have multiple offices throughout the state. Join us at one near you!

At Medical Mutual and its family of companies we celebrate differences and are mutually invested in our employees and our community. We are proud to be an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, veteran status, or disability status.

We maintain a drug-free workplace and perform pre-employment substance abuse and nicotine testing.