build, develop, and lead a team(s) of individual contributors, supporting employees and the execution of day-to-day operations
establish and effectively lead routines at a regular cadence and utilize tools and reporting to drive team performance
train and provide ongoing coaching to ensure employee engagement while maintaining client satisfaction
participate in client-related activities, including project planning and client calibration sessions
work with employees and operational leaders to achieve Client Service Level Agreements (SLAs)
serve as a point of escalation and support team members by handling escalated calls and customer inquiries
create conditions for success by removing obstacles and championing change to drive employee awareness and a connection to their work and contributions.

a minimum of 4 years of experience in healthcare, healthcare technology, or related service authorization operations
at least 2 years of supervisory experience overseeing staff and business processes
Alaska Medicaid experience is preferred
proficient with Microsoft Office suite and hardware and software applications to manage contact center and back-office operations (Cxone, Verint, Avaya, etc.)
knowledge of two or more MMIS business operational areas such as Authorized Services, Customer Centers, Mailroom, Pharmacy, Provider Enrollment, or Provider Relations SURS is also preferred
strong analytical and problem-solving skills to interpret and effectively utilize data to support your team
strong written and oral communication skills to work effectively with team members, customers, and clients.
ability and discernment to make decisions and proactively solve challenges in a fast-paced environment.

Customer Support Supervisor

Key skills