Supervisor, Payee Services - 1130 am - 8 pm ET

At Zelis, we Get Stuff Done. So, let’s get to it! 

  

A Little About Us 

Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients.

At Zelis, AI is woven into the fabric of how we work. Every associate is expected - and empowered - to partner with AI to challenge the status quo, accelerate innovation, and amplify their impact. This is a place for builders with a growth mindset who act with agility, embrace change, and use modern technology to shape smarter solutions, exceptional experiences, and the future of our industry for our clients, customers, and our culture.

  

A Little About You 

You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.

Position Overview

The Supervisor, Payee Services will be responsible for leading a team of up to 20 Payee Services Representatives. Your daily responsibilities include monitoring performance and coaching and developing agents to meet KPIs. You are adept at motivating a remote workforce, leading team meetings, and conducting regular 1:1’s that drive improved behaviors.

Position Hours: 1130 am - 8 pm

Position will be required to go into the Zelis St Petersburg Office on the 1st & 3rd Wednesday of every month.

What You’ll Do

• Oversee the day-to-day activities of the call center, ensuring efficient and effective handling of customer inquiries and issues.

• Lead, mentor, and motivate a team of customer service representatives to achieve performance goals and maintain high levels of customer satisfaction.

• Monitor and evaluate staff performance, providing regular feedback, coaching, and training to improve skills and performance.

• Ensure all customer interactions meet company standards for quality, compliance, and professionalism. Conduct regular call monitoring and quality assessments.

• Manage staff schedules to ensure adequate coverage during peak hours and maintain optimal staffing levels.

• Prepare and analyze performance reports, identifying trends and areas for improvement. Provide recommendations to the Client Service Manager.

• Handle escalated customer issues and complaints, resolving them in a timely and satisfactory manner.

• Identify and implement opportunities to enhance call center processes and procedures.

• Ensure all call center activities comply with company policies, industry regulations, and legal requirements.

• Supervise, coach, and develop staff to ensure quality client service and meet departmental expectations. Conduct weekly team meetings and individual check-ins as needed.

• Participate in interviews, make hiring recommendations, and evaluate performance. Partner with recruiting and other supervisors to ensure the department is staffed with top talent.

• Review and handle timecard approvals, time off requests, and maintain knowledge of process changes. Plan and organize weekly reporting, monthly 1:1s, and annual reviews.

• Act as a visible, approachable subject matter expert, interacting regularly with team members. Participate and present during monthly team meetings.

• Respond to and resolve escalated issues and assigned projects.

What You’ll Bring to Zelis

• Bachelor's degree or equivalent experience preferred.

• 5 years of experience in client service or customer support roles

• 2+ year of experience leading or managing a team of 15+ team members.

• Previous experience meeting or exceeding contractual agreements and/or given department metrics.

• Customer-focused with a commitment to delivering exceptional service.

• Strong leadership and time management skills.

• Strong communication and interpersonal abilities.

• Proficiency in client service software and CRM systems.

• Strong problem-solving and conflict resolution skills.

• High level of organizational and multitasking abilities.

• Ability to analyze data and generate actionable insights.

• Adaptable and able to thrive in a fast-paced environment

Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.

Location and Workplace Flexibility

Zelis is headquartered in the U.S., with multiple locations across the country and in Hyderabad, India. Check out our locations to learn more about our offices. All employee work locations are based on the needs of the position and are determined by the Leadership team. In-office work and activities vary based on work and team objectives in accordance with Company policies.

While location expectations vary by role, candidates within approximately 50 miles of a U.S. office are generally preferred to support collaboration when needed. Our hybrid approach is flexible, and in-office presence is guided by team and business needs rather than a fixed weekly schedule.

  

Equal Employment Opportunity  
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 
 
We welcome applicants from all backgrounds and encourage you to apply even if you don’t meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all. 

Accessibility Support 
We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email [email protected]. 

  

Disclaimer 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time.