Supervisor Operations

Bring your drive for excellence, curiosity for improvement, and passion for developing people to Independence. As we reimagine the future of health care, we are seeking a forward‑thinking, proactive operations leader who thrives in complexity, anticipates change, and builds high‑performing teams that deliver exceptional customer experiences-every day. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve.

Job Summary

The Supervisor of Operations is responsible for administration of the Operational Unit within Customer Service. Responsible for ensuring that all departmental functions are completed promptly, thoroughly, professionally and accurately. You will lead with ownership, data‑driven insight, and a continuous‑improvement mindset, ensuring operational excellence while coaching and inspiring your team to exceed service, quality, and performance benchmarks.

Responsibilities

• Supervises and implements departmental functions, policies and procedures with all internal and external contacts.
• Evaluates effectiveness and efficiency of operational areas and takes action to reallocate resources as necessary.
• Creates and implements programs to enhance the level of service provided to customers.
• Communicates, implements, and interprets corporate and departmental policies and procedures.
• Use data and frontline insight to identify root causes, eliminate inefficiencies, and implement sustainable solutions.
• Provides subordinates with ongoing feedback, coaching, and counseling on performance for achievement of all benchmarks.
• Provides technical expertise related to job unit function.
• Schedules, trains, and organizes personnel to accommodate immediate and anticipated workflow volumes.
• Thrives in a fast‑paced, high‑volume call center environment
• Partner effectively with internal and external stakeholders to coordinate departmental functions and resolve cross‑functional challenges.
• Compiles and prepares required data for report information pertaining to unit.
• Ensures that all inquiries and follow-up are handled in a professional, accurate, prompt and courteous manner.
• Serves as the next level contact for problems/issues that staff cannot resolve.
• Selects, develops, appraises, and recommends compensation for subordinates. Interviews and makes recommendations for hires and promotions.
• Encourages the professional progression of staff through Performance Management, coaching and counseling.
• Establishes appropriate goals and performance standards and makes recommendations for career path of staff.
• Ensures that department systems and supports are operational.
• Performs all other appropriate responsibilities and duties as assigned.

Qualifications:

Education

• Undergraduate degree is preferred plus a minimum of one (1) year of relevant experience.

Experience

(5) years related insurance operations experience. The incumbent must possess tact, diplomacy, and professionalism to effectively handle all internal and external issues.

Demonstrated time management skills

Knowledge, Skills, Abilities

• Must have the ability to manage organize, plan and provide leadership to staff. Ability to develop and motivate staff to facilitate professional growth.
• Excellent oral and written communication skills, as well as ability to carry out assignments with minimal guidance.
• Exposure to an operations services environment is highly recommended.
• Analytical and critical‑thinking skills to diagnose problems and drive solutions
• Comfortable making decisions in fast‑changing environments with competing priorities
• Must be able to prioritize work in an environment that changes frequently. Demonstrated time management skills.
• Healthcare Operations Experience preferred.
• 10% travel required to vendor sites
• Call center is open from 8:00am-9:00pm, must have flexibility, as business needs will dictate the shift hours (ex: possibility of 1:00pm-9:00pm shift).

Independence has implemented a "Hybrid" model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the "Hybrid" model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.