Supervisor

PRIMARY RESPONSIBILITIES:

Team Leadership & Development

• Lead, coach, and develop onboarding specialists to meet performance and quality standards.

• Foster a culture of empathy, accountability, and continuous learning.

• Conduct regular team meetings, 1:1s, and performance reviews.

Onboarding Experience Management

• Oversee the end-to-end onboarding journey, ensuring timely and personalized member engagement.

• Monitor onboarding milestones and proactively address delays or issues.

• Ensure onboarding communications are clear, consistent, and aligned with member journey.

Operational Excellence

• Develop and refine onboarding workflows and SOPs to improve efficiency and scalability.

• Track and report on onboarding KPIs (e.g., time-to-onboard, member satisfaction, completion rates).

• Identify and implement process improvements using member feedback and data insights.

Cross-Functional Collaboration

• Partner with Member Care, Sales, Product, and Training teams to align onboarding goals and initiatives.

• Serve as the voice of onboarding in cross-functional meetings and projects.

• Collaborate with tech and data teams to optimize onboarding tools and platforms.

Quality Assurance & Compliance

• Ensure onboarding practices comply with internal policies and external regulations.

• Conduct audits and quality checks to maintainhigh standards.

• Address escalations and resolve complex onboarding challenges.

Reporting & Insights

• Analyze onboarding data to identify trends, gaps, and opportunities.

• Present insights and recommendations to leadership to inform strategy.

• Maintain dashboards and documentation for transparency and accountability.

REQUIRED SKILLS/QUALIFICATIONS:

• Bachelor’s Degree or equivalent 

• Minimum 3 years’ experience in a high-volume customer service/call center as a supervisor with proven experience leading customer service in a business related to healthcare / Medicare, insurance services, case management or workers’ compensation

• Experience in creating training aids, policies and procedures in a fast-paced environment

• Knowledge of Worker’s Compensation Claim & settlement process

• A professional presence

• Adaptability- the individual adapts to changes in the work environment, workload, or schedule

• Dependability- the individual is consistently at work and on time, follows instruction, and responds to management direction

• Exceptional attention to detail given that this role will be managing financial transactions 

• Excellent written and verbal communication skills with ability to adapt communication style depending on audience 

• Aptitude for problem-solving- the individual identifies and resolves problems in a timely manner

• Sound business judgment and computer skills (Microsoft Office Suite)

• Ability to work independently and as part of a team

• A desire to continue to learn and improve both self and the organization

• Experience in customer/member care or operations. 

• Strong leadership and communication skills. 

• Familiarity with CRM tools and reporting platforms.

The estimated salary range for this position is $73,000USD to $83,000USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.