Job type full-time
Full job description
Are you passionate about owning the delivery of best-in-class customer service?
As the nation`s largest physician-owned medical malpractice insurer, the doctors company has always been guided by our mission: to advance, protect, and reward the practice of good medicine.
The doctors company member support team is looking for an energetic, dynamic customer experience supervisor to lead our customer-facing teamsThis role can be based in napa, ca, east lansing, mi, or has opportunity for telecommuting for the right candidate.
Reporting to the vp of underwriting operations, the customer experience supervisor will be the first-line leadership support for the organization’s member advocates.
Bachelors` degree in business, management, related field or equivalent combination of education and experience
Ins designation, or progress in obtaining such designation, strongly preferred
Excellent customer service skills.
Excellent communication skills: verbal, face-to-face, and written
Hands-on knowledge of call-center and/or insurance policy or invoice processing and related administrative tasks requiredKnowledge of insurance underwriting and premium accounting principles strongly preferred.
Demonstrates leadership skills in organizing and prioritizing multiple responsibilities in a fast-paced and changing team environment.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulationsAbility to write reports, business correspondence, and procedure manualsAbility to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
People development & management (deployment)
Determines training needs for current and future practices and identifies and establishes training resources
Coaches and mentors staff to ensure desired results and individual development
Monitors the performance of direct reports toward kras, provides regular performance feedback to direct reports and sets expectations.
Devotes adequate time to personal development.
Reviews key performance metrics/audit results to ensure compliance with all critical sst functions
Participates in the recruitment of new member support team members
Internal/ external customer collaboration & support
Seeks opportunities to advance collaboration with our internal/external customers
Develops an understanding of the business environment of our internal/external customers
Ensures mutual success when working with internal partners and members
Networks with peers across departmental lines to improve service, support, and retention of our members
Maintains effective working relationships with partner departments, internal customers and external vendors
Policy/ procedures development & compliance
Complies with all established sst policies and procedures
Identifies potential areas for improvement & service enhancements and makes recommendations to sst management.
Actively remedies compliance issues as identified by management dSupports quality assurance monitoring.
Production monitoring, reporting, and management
Provides real-time guidance to team members on work product questions and issues with the support of the management team
Reviews monthly production and quality assurance performance metrics to ensure compliance with policies and procedures
Reports to management team any concern, complaint, or any circumstance requiring management, legal, uw, patient safety or hr intervention
Other duties as assigned
Performs other assignments as requested and directed
Under tdc group`s covid-19 workplace safety policy, all vaccinated employees, including those temporarily working from home or designated as full-time telecommuters, will be required to show visual proof of vaccinationEmployees who are not vaccinated, do not provide proof of vaccination, or have an approved exemption must submit a weekly negative covid test starting the first shift working on or after december 6, 2021If your position requires that you be vaccinated, for example working in medical environments that require immunization, weekly testing is not an optionUpon hire into a tdc group position, you will be provided detailed instructions on how to comply with this policy including access to the covid vaccination at no cost.