Health Advocate
- Service Operations Supervisor
At a glance
Location: US-PA-Plymouth Meeting Map
Posted: 01/11/2020
Closing: 02/10/2020
Degree: 2 Year Degree
Type: Full-Time
Experience: 3 to 10 years
Job description

Health Advocate is seeking a Service Operations Supervisor for their site in Plymouth Meeting, PA. At Health Advocate, we are committed to providing our customers with expertise and services that improve the health, well-being and productivity of their employees. We are looking for the right person to manage an operational unit that enables us to best serve our clients and employees by answering questions and responding to inquiries regarding employee benefit plans.

The successful candidate would be responsible for managing workflow with a phone unit, developing and implementing policies and procedures, training staff to perform specific functions and managing employee performance. They will also be responsible for leading recruiting, hiring and training efforts that enable creative solutions to identifying the best candidates and enabling the new hires for success.

Job Responsibilities :

  • Responsible for the administrative functions and supervision of an operations unit. This includes backlog and quality management for a team of Operations/Customer Service associates
  • Provide organization, direction and staffing for all assigned service calls and case load assignments to ensure all calls are answered in accordance with Health Advocate’s policies and procedures
  • Monitor calls and audit case files daily to ensure the proper target resolution is identified and that, if possible, the case is closed at or near the target resolution
  • Ensure assigned staff members meet or exceed the standards, results, and responsibilities of their respective positions
  • Coach, mentor, and evaluate the performance of an assigned team
  • Assist in the selection, counseling, and discipline of all staff on the team
  • Provide oversight and direction to staff for assigned cases
  • Responsible for problem-solving issues and coordinating efforts with internal departments and subject matter experts
  • Provide healthcare benefit and claims consultation and support when appropriate to all internal departments
  • Routinely evaluate and monitor service calls and case management procedures to recommend any necessary changes to the Operations Manager
  • Escalate cases through the appropriate channels in accordance with Health Advocate’s policies and procedures.
Job requirements


  • Associate’s degree from an accredited college or university with major course work in business administration, liberal arts, public health, healthcare management, or a related field required


  • Minimum of 3 years of healthcare, health plan or benefits experience required preferably in a call center environment
  • Minimum one year lead or supervisor experience preferred

Based on department or area of assignment the following may be required:

  • Minimum 2 years of health benefits or health insurance appeals experience
  • Minimum 1 years of claims or claims processing experience


  • Intermediate knowledge of Word and Excel is required
  • Ability to search and identify resources through company Intranet and Internet
  • Must score acceptably on job related testing
  • Based on assignment may need to be bilingual in English, Spanish, etc.Bachelor's Degree or applicable work experience
  • Management or supervisory experience in healthcare benefits or claims processing
  • Strong leadership skills and the ability to build effective teams
  • Effective communication skills to interact with members, physicians, and insurance carrier representatives, with an emphasis on ability to communicate both verbally and in writing
  • Assertive, self-confident, and resilient
  • Basic computer skills
  • Ability to search and identify resources through the internet
  • Demonstrated ability to communicate concepts, strategies and plans in terminology understood by business professionals
  • Ability to interpret Explanation of Benefits (EOBs)
  • Familiarity with various types of health insurance coverage, coordination of benefits, and UCR fees
  • Call Center Supervisory Experience Preferred
  • A 10% shift differential is available for this position

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Service Operations Supervisor