Supervisor, Client Service

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

A Little About Us

Zelis is modernizing the healthcare financial experience for all by providing a connected platform that bridges the gaps and aligns interests across payers, providers, and healthcare consumers. This platform serves more than 750 payers, including the top 5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, and millions of healthcare providers and consumers. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts-driving real, measurable results for clients.

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

As avalued member of Client Service leadership, you will be responsible forsupervising a team of Client Service Representatives (CSRs) to ensure great customer service. Provide coaching's and overseeing work performance including conducting performance evaluations. Responsible for developing, improving, and updating agent's skills and departmental processes. Maintains a positive attitude with agents, teams, and customers. Plays an active role in recruiting and hiring during the interviewing process.

Working hours requirement: 10:30 am ET - 7:00 pm ET

What You'll Do

• Supervises, coaches, and develops staff to ensure quality client service and departmental expectations are met.

• Act as a visible, approachable subject matter expert interacting regularly with each team member.

• Makes hiring recommendations and evaluates performance; merit increases, promotion or termination, and disciplinary action to maximize organization performance.

• Conducts weekly individual team meetings when necessary to advise of departmental updates.

• Assists in monitoring inbound/outbound call volumes, queues and KPIs to identify trends.

• Review and document staffing levels; coordinate Teams coverage across multiple shifts.

• Plans, coordinates, and organizes weekly reporting, monthly 1:1's, and annual reviews.

• Partners with recruiting and other supervisors related to interviewing and hiring to ensure that our department is staffed with the best possible talent.

• Participate and present during monthly Team's meetings.

• Reviews and handles timecard approvals and time off requests.

• Respond andresolve escalated issues and assigned projects.

• Maintain knowledge and communication of changes in our processes and procedures.

• Flexibility around department's hours of operation.

What You'll Bring to Zelis

• Bachelors degree or equivalent experience preferred.

• 1-3 years of experience leading or managing a team of 15+ team members required.

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

Location and Workplace Flexibility

We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture, and all our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies.