Supervisor, Customer Service Government Programs

Job Title: Supervisor, Customer Service Government Programs Number of Positions: 1 Location: Farmington Hills, MI Location Specifics: Fully Remote Job Summary: Candidates must reside within a reasonable commuting distance of our Farmington Hills office for team meetings, collaborative sessions, and training. At Delta Dental of Michigan, Ohio, and Indiana we work to improve oral health through benefit plans, advocacy and community support, and we amplify this mission by investing in initiatives that build healthy, smart, vibrant communities. We are one of the largest dental plan administrators in the country, and are part of the Delta Dental Plans Association, which operates two of the largest dental networks in the nation. At Delta Dental, we celebrate our All In culture. It’s a mindset, feeling and attitude we wrap around all that we do – from taking charge of our careers, to helping colleagues and lending a hand in the community. Position Description: Supervises the activities of the contact center responsible for Medicare Advantage and Medicaid business to ensure regulatory compliance and adherence to CMS call center requirements Primary Job 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. #LI-Remote Minimum Requirements: Position requires bachelor’s degree in business administration or a related field and three years of experience in a customer service and/or claims processing environment. Two years of leadership experience preferred. Previous experience administering federally funded and federally regulated group contracts within the health insurance industry also preferred. Will accept any suitable combination of education, training, or experience. Position requires knowledge of dental terminology, dental procedure codes, dental insurance products, and dental claims processing procedures; strong verbal and written communication skills; strong interpersonal skills; the ability to manage multiple assignments with competing deadlines; and the ability to identify and resolve service and performance issues using independent judgment. Position also requires the ability to work flexible hours, outside of regular business hours, including a 2:00 p.m. to 10:00 p.m. schedule. The company will provide equal employment and advancement opportunity within the context of its unique business environment without regard to race, color, religion, gender, gender identity, gender expression, age, national origin, familial status, citizenship, genetic information, disability, sex, sexual orientation, marital status, pregnancy, height, weight, military status, or any other status protected under federal, state, or local law or ordinance. Apply tot his job