Supervisor_Health Telephone Operations

Description

Summary: Lead and support a team of Health Benefits Officers (HBO) to ensure member satisfaction, quality assurance, and other performance metrics are met. 

Duties and Responsibilities:

Duties & responsibilities include, but are not limited to the following:

• Understand and be able to effectively explain FSBP benefits and programs. *
• Direct supervision of HBO’s, including scheduling, attendance, and reporting. *
• Handle escalated calls and resolve complex inquiries. *
• Act as a liaison for staff by being able to work with both internal and external business partners. *
• Respond to all forms of communication directed to the Health Telephone Operations team. 
• Answer telephones and serve as a backup for the call center.
• Complete projects in a timely and efficient manner. *
• Participate in the hiring and onboarding process for new hires, including but not limited to reviewing resumes.
• Prepare, evaluate, and convey to the staff the results of weekly, monthly, and year-end reports for the Health Operations Telephone team. *
• Monitor HBO performance and take appropriate steps to ensure the Health Telephone Operations team meets its performance measures. *
• Prepare employee evaluations based on the Health Telephone Operations team’s performance metrics. *
• Identify training needs and prepare training materials. Provide one-on-one and group training sessions as needed. *
• Serve as backup supervisor to other Health Team Supervisors when they are out of the office or unavailable. 
• Monitor Health Operations’ telephone queues and statistics throughout the day to ensure proper phone coverage. *
• Review HBO calls, correspondence, and case inventory. *
• Periodically review, revise, and create new performance measures. 
• Maintains and updates training materials for the Health Telephone Operations team. *
• Conduct yourself in an appropriate manner in accordance with the code of conduct in the employee handbook (section 4).
• Immediately address any staff performance issue that arises in the Telephone team*
• Other duties as assigned.

Requirements

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Bachelor's degree (B. A.) from a four-year college or university and one year of related experience and/or training; or equivalent combination of education and experience.

Work Location:

The following are work locations that AFSPA utilizes: New Carrollton, Maryland, Satellite Office; Washington, DC Headquarters; and hybrid remote. Work location will be assigned and/or changed based upon business need and at Management’s sole discretion.

Language Ability:

Ability to read and interpret general business periodicals, safety manuals, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and business correspondence. Must possess excellent communication and written skills. Must have excellent organizational skills. Ability to speak effectively with colleagues and management.

Math Ability:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; and calculate figures and amounts such as percentages. Ability to draw and interpret bar graphs and pie charts.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

To perform this job successfully, an individual should be strong in Microsoft Office Suite and research and literature review using the internet.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms. The employee is frequently required to sit, talk, type, write, and hear. The employee is occasionally required to travel; stand; walk; climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision.