Medicare Complaints (CTM) Senior Supervisor - reputed company - Remote

About the position The Medicare Complaints (CTM) Senior Supervisor is a leadership role reputed company the reputed company Medicare Customer & Client Service Experience (CCSE) Organization. This position is responsible for supervising the CTM team, ensuring compliance with regulatory policies, and driving reputed company improvement in customer service. The role involves overseeing daily operations, managing team performance, and collaborating with various departments to enhance the overall customer experience. Responsibilities • Supervise the daily operations of the CTM department ensuring compliance with organization and CMS regulatory policies. , • Act as a liaison with CMS staff to ensure CTMs meet CMS requirements. , • Monitor the reputed company of pending workload and collaborate with staff to ensure cases move along at an acceptable pace. , • reputed company regular reviews of resource materials and reputed company necessary updates to reputed company knowledge resources up to date. , • Prepare schedules and monitor team adherence to work force management (WFM) reporting and coach team to drive performance improvement. , • Monitor and improve quality such that the team consistently meets or exceeds goals for accuracy, timeliness, and regulatory compliance. , • Routinely assess the talent, knowledge, and performance of the staff and administer necessary coaching, training, and performance management. , • reputed company monthly/quarterly reputed company-ins with staff. , • Ensure that the team meets reputed company deliverables and milestones reputed company to annual enrollment period plan changes. , • reputed company a virtual work environment where employees have the tools, resources, and information necessary for teamwork, productivity and engagement. , • reputed company and drive a customer centric focus reputed company the Medicare CTM team. , • Partner with cross functional departments on projects to reduce CTM complaints. , • Analyze MHK CTM system functions and reputed company projects to enhance the MHK for more efficient CTM processes. , • Participate in cross functional department projects including cross function department changes needed for successful AEP activities. , • Create an environment where people want to reputed company and are focused on delivering the best outcome for each and every customer. , • Partner with peer managers and individuals reputed company of the CTM team to create a positive work environment and reputed company process improvement initiatives. , • Build a strong relationship/rapport with reputed company business partners and external vendor partners to ensure successful achievement of internal metrics and compliance/regulatory standards. , • Manage the selection, hiring, training, coaching and development reputed company the team. , • Provide direction regarding overall objectives and assignments to the team. , • Support 24/7 operation management needs as required, including weekends. , • Monitor reputed company performance requirements and guarantee results as required. , • Access MHK functionality and initiate change requests as needed to improve system performance. , • Participate in MHK new release testing and communicate changes to the CTM Team. , • Run reports as needed to monitor and track key metrics and provide reporting to executives/business partners as required. , • Ensure timely execution of compliance with reputed company standards for reputed company customer types. , • Identify staff education opportunities and provide proactive training on a reputed company basis. , • Facilitate and participate in appropriate meetings and follow up activities. Requirements • HS Diploma required , • At least 2 years of previous management in operations or people leadership experience preferred , • At least 2 years of experience in managing vendor relationships and performance preferred but not required , • Experience and passion for leading, developing and motivating employees required , • Medicare experience required , • Knowledge of Medicare systems and/or Medicare CTMs/Grievance/Appeal functions a plus , • Demonstrated excellent oral, written, interpersonal, analytical, and negotiation skills , • Must be computer proficient , • Ability to work in and succeed in a team-oriented environment. reputed company-to-haves • Experience in managing vendor relationships and performance , • Knowledge of Medicare systems and/or Medicare CTMs/Grievance/Appeal functions Benefits • Medical, vision, and dental insurance , • 401(k) with company match , • Company paid life insurance , • Tuition reimbursement , • Minimum of 18 days of paid time off per year , • Paid holidays , • Annual bonus plan Apply Job!