Professional Benefit Administrators leads with one guiding principle, provide exceptional benefit administration for self-funded health plans. Brokers who choose to partner with PBA will benefit from an ally who values cost containment, flexibility, responsiveness, member advocacy, transparency, and results. PBA collectively aligns through the organization’s core values of:
- Work together and respect each other,
- Be dedicated to the customer,
- Be accountable and do what you say,
- Take initiative, be willing to learn and strive for continuous improvement
- Generate positive energy.
The Member Advocate Supervisor is responsible for leading and developing a team in our member advocacy department. This position requires strong communication skills, problem solving, and overall client satisfaction. This individual reports to the Member Advocacy Manager. Please see below for a more in-depth overview of daily responsibilities and skills required for this position.
Responsible for:
- LMA a team of Member Advocates, ensuring KPI’s are met
- Monitoring Member Advocates schedules, ensuring work is divided accordingly
- Answering day-to-day Member Advocates questions.
- Providing customer service to claimants and providers regarding benefit information and claim status when Member Advocates Unit is short-staffed, or calls are in queue.
- Documenting any issues or concerns regarding Member Advocates Reps.
- Handling escalated calls.
- Assisting with call monitoring and providing feedback to Member Advocates.
- Assist with training new Member Advocates and ongoing training, as needed
- Organizing workflow by assigning responsibilities to Member Advocates
- Suggesting process improvement ideas to Manager.
- Presenting problems/trends to Manager.
- Performing other duties as assigned.
Skills required for this position:
- 5+ years in a Member Advocate supervisor or team lead role.
- 5+ years customer service phone via medical experience (Nextiva phone system a plus)
- 3+ TPA/Insurance Company environment or medical billing office experience (Javelina claim system a plus)
- Ability to rotate hours to ensure support is provided up to 7:00 PM CST
- Multitask with numerous customer service computer screens.
- Maintain a positive work atmosphere by behaving and communicating in a manner so that you get along with customers, clients, co-workers, and management.
- Excellent typing skills, clearly documenting call notes
- Active listener and provide empathy and understanding to callers.
- Strong verbal communication and interpersonal skills.
- Professional and responsible work ethic.
- Demonstrate strong attention to detail
- Ability to interface with various levels of the organization.
- Proficient in Microsoft Office Suite products.
Benefits and Compensation
- PBA offers a wide range of benefits including medical, dental, vision, life insurance, AD&D, critical illness, accidental illness, FSA, disability and 401k.
- The range for this role is $60,000-$70,000 annually based on prior experience
Professional Benefit Administrators is an equal opportunity employer. In accordance with anti-discrimination law, it is the purpose of this policy to effectuate these principles and mandates. Professional Benefit Administrators affords equal employment opportunities to all employees and applicants and specifically prohibits any and all discrimination and harassment based on race, race-related traits, color, religion, national origin, ethnicity, ancestry, military status, sex, pregnancy, sexual orientation, gender identity, disability (mental or physical), age, marital status, citizenship status, unfavorable military discharge, genetic information, order of protection status, and any other protected status under federal, state, and local law. Professional Benefit Administrators conform to the spirit as well as to the letter of all applicable laws and regulations.
Pay: $60,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Professional development assistance
- Retirement plan
- Vision insurance
Work Location: Remote
