St. Luke's Health System

The Supervisor Customer Service is responsible for the supervision of daily operations of the customer service team within a health insurance call center. This role involves leading a team of customer service representatives, ensuring high-quality service delivery, and maintaining compliance with company policies and industry regulations. Accountable for member/provider satisfaction, retention, and growth by efficiently delivering competitive services to members/providers.


-Participate in the development of departmental policies, procedures, service standards and workflow creation and improvements.
-Monitor all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands.
-Handle escalated customer complaints/issues, ensuring they are resolved promptly and satisfactorily.
-Drive initiatives aimed at improving systems and processes and implements the resulting outcomes. Proactively analyzes and identifies error trends and issues and recommend solutions and opportunities. Remove barriers to job performance and ensure regulatory compliance.
-Act as liaison between staff and other areas, including management, all segments, provider teams, etc., communicating workflow results, ideas, and solutions.
-Conduct regular training sessions. Facilitate team meetings and provide ongoing coaching to staff.
-Develop and implement procedures to enhance customer service quality and involved in internal quality audit processes and coaching conversations.
-Develop and maintain strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center objectives.
-Ensure regular compliance with health insurance regulations and company policies.

-Manage staff schedules to ensure adequate coverage during operating hours and serve as resource for incoming call queues, especially during peak times.
-Develop, motivate, evaluate and coach staff on work procedures, proper call handling and teamwork delivering customer service.
-Assess individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs.
-Performs other duties and responsibilities as assigned.

- Education: Associates degree or experience in lieu of degree
- Experience: 3 years relevant experience
- Licenses/Certifications: None

At St. Luke’s, caring for people in the communities we serve is our mission – and this includes our own SLHS team. We offer a robust benefits package to support our teams both professionally and personally. In addition to a competitive salary and retirement plans, we ensure our team feels supported in their benefits beyond the typical medical, dental, and vision offerings. We care about you and have fantastic financial and physical wellness options, such as: on-site massages, on-site counseling via our Employee Assistance Program, access to the Personify Health Wellness tool, as well as other formal training and career development offerings to ensure you are meeting your career goals.

St. Luke’s is an equal opportunity employer and does not discriminate against any person on the basis of race, religion, color, gender, gender identity, sexual orientation, age, national origin, disability, veteran status, or any other status or condition protected by law.

*Please note: this posting is not reflective of all job duties and responsibilities and is intended to provide an overview to job seekers.