Health Policy Administration – Customer Service Supervisor Position Available In Forsyth, North Carolina

Health Policy Administration – Customer Service Supervisor Actuarial Management Resources, Inc. Winston-Salem, NC 27106 Overview We are seeking a highly motivated and experienced Health Customer Service Supervisor to oversee our customer service team. This role is responsible for managing day-to-day operations, ensuring excellent customer service, and optimizing processes related to health policy administration. The ideal candidate will have strong leadership skills, extensive knowledge of health insurance policies, and a commitment to delivering an exceptional customer experience. Responsibilities Lead and manage a team of customer service representatives to provide high-quality support for policyholders. Oversee the administration of health insurance policies, including policy inquiries, updates, claims assistance, and issue resolution. Develop and implement customer service strategies, policies, and written procedures to improve efficiency and customer satisfaction. Monitor key performance metrics and ensure service level agreements (SLAs) are met or exceeded. Train and mentor customer service representatives, providing coaching and professional development opportunities. Handle escalated customer inquiries and complaints and work with internal departments to resolve complex issues. Collaborate with compliance and regulatory teams to ensure adherence to industry standards and company policies. Identify trends in customer inquiries and feedback, and recommend process improvements. Prepare reports and KPI metrics on customer service performance and initiatives. Conduct performance evaluations, regular one-on-one employee coaching, and ongoing feedback to team members to promote professional growth and accountability. Collaborate with senior leadership to develop strategies for improving customer experience and operational effectiveness. Job Requirements Required Bachelor’s degree in business administration, healthcare management, or a related field (or equivalent experience). Minimum of 5 years of experience in customer service management, preferably in health insurance or policy administration. Strong understanding of health insurance policies, claims processing, and regulatory requirements. Excellent leadership, communication, and interpersonal skills to effectively engage with customers, team members, and senior leadership. Problem-solving and analytic skills to identify inefficiencies and implement process improvements. Ability to manage multiple priorities in a fast-paced environment. Proficiency in customer service software, policy administration systems, and Microsoft Office Suite. Commitment to continuous improvement and customer-centric solutions. Desired Experience with health policy administration systems. Knowledge of state and federal healthcare regulations. Certification in customer service management or related fields.

Job Type:

Full-time Pay:

$65,000.00 – $85,000.00 per year

Benefits:

401(k) Health insurance Paid time off

Schedule:

8 hour shift Monday to

Friday Work Location:

In person