POSITION SUMMARY/RESPONSIBILITIES Supervise, assist and direct the activities of the team leader, senior member service representatives, and member service representatives within the Member Services telephone unit. Perform annual performance reviews of assigned staff. Responds to issues escalated from staff regarding information, education, issues or complaints providing solutions to problems in accordance with health plans policies and procedures. Develop and implement methods to improve customer service within the call center. Ensures compliance with the Health Insurance Portability and Accountability Act (HIPAA) related policies in regards to all aspects of operations within the Member Services telephone unit. EDUCATION/EXPERIENCE Minimum of three-year college level work in business, health care administration or related work is required. Customer service experience preferred, health care resolving experience helpful but not required. Minimum of three years supervisory experience in a health maintenance setting required.