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OverviewSupervise and provide guidance to assigned team members regarding company policies, procedures, and workflow. Oversee production and quality. Participate in hiring. Train, coach, counsel, and evaluate team member performance. Demonstrate effective leadership by coaching to improve individual performance, develop teamwork and team support, manage change and encourage innovation, build collaborative relationships, encourage involvement and initiative, and develop increased vision and commitment to goals in others.Responsibilities
Maintain broad knowledge of all job positions within the department and provide supervision, coaching, training, evaluation and leadership to assigned staff.
Evaluate performance of team members. Analyze results of performance reports to determine staffing and training needs related to department goals. Create, coordinate, and present verbal/written warnings and disciplinary actions.
Conduct daily Visual Management meetings for work review. Develop reporting for visual board.
Oversee and assist in providing exceptional administration service to members, employers, agents and other insurance companies. Maintain acceptable workload in specialty area.
Provide and/or oversee training and orientation of new hires or transfers. Develop programs to assure ongoing training and coaching to staff.
Investigate and settle issues within contract guidelines as needed. Relay information for dispute resolution to Manager, Director, appropriate departments, and personnel.
Develop and maintain policies and procedures, following established procedure for publication on Sharepoint.
Serve as liaison with all PacificSource departments to coordinate optimal sharing of service and information. Also serve as backup to the Manager as needed.
Assist with answering inquiries received by phone, mail or e-mail, providing exceptional service.
Coordinate business activities by maintaining collaborative partnerships with key departments.
Assist with hiring, staff development, coaching, performance reviews, corrective actions, and termination of employees.
Lead, facilitate, and actively participate as a key member in team meetings.
Actively participate in various strategic and internal committees in order to disseminate information within the organization and represent company philosophy. Document and report back to the team or department any pertinent communications
Assist in appeal research and resolution.
Meet regularly with team members and Manager.
Supporting Responsibilities:
Meet department and company performance and attendance expectations.
Perform other duties as assigned.
QualificationsWork Experience:Minimum of three years experience in closely related insurance area. Demonstrated ability to take on leadership responsibilities. Education, Certificates, Licenses:High School Graduate. Associate’s Degree in business or accounting, or equivalent work experience.Knowledge:Skill with typing and word processing applications. Knowledge of computer operations. Knowledge of office equipment and telephones. Knowledge of state and federal laws affecting group health insurance eligibility. Consistently helpful, confident, and pleasant with all types of customers, both internal and external. Ability to gain and maintain understanding of changes in PacificSource business processes and procedures and to convey that information to team members. Work with internal departments and personnel to facilitate excellent service for PacificSource customers. Take a proactive approach to ensure quality service. Operate a 10-key pad accurately, highly proficient in spread-sheeting and use of a personal computer.CompetenciesOur Values
Building Trust
Building a Successful Team
Aligning Performance for Success
Building Strategic Work Relationships
Continuous Improvement
Facilitating Change
Leveraging Diversity
Driving for Results
Building Customer Loyalty
Decision Making
We are committed to doing the right thing.
We are one team working toward a common goal.
We are each responsible for our customers’ experience.
We practice open communication at all levels of the company to foster individual, team and company growth.
We actively participate in efforts to improve our many communities-internal and external.
We encourage creativity, innovation, continuous improvement, and the pursuit of excellence.
Environment:Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 5% of the time.Physical Requirements:Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and businss materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.Diversity and Inclusion: PacificSource values the diversity of the people we hire and serve. We are committed to creating a diverse environment and fostering a workplace in which individual differences are appreciated, respected and responded to in ways that fully develop and utilize each person’s talents and strengths.Disclaimer:This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, national origin, sex, sexual orientation, gender identity or age.Job ID2019-583TypeRegular Full-Timeof Openings1StatusExempt
