Helpdesk Supervisor

Role: Provider Services Supervisor - Helpdesk

Level: Supervisor

Reporting Line: Provider Services Assistant Manager

Customer Type: Maxicare Providers and Member

Position Accountability Statement

The Supervisor is crucial for the smooth functioning of the Helpdesk Team, ensuring consistent and improved

team performance. This role enhances service delivery and maintains the quality and reliability of our services

for Maxicare members while promoting collaboration with our partner providers.

Broad Responsibility Highlights

The following broad responsibility statements are representative of the basic expectations about the role or

function. Depending on business needs and exigencies, these responsibility statements may be modified.

Critical to any leadership function is the need to demonstrate flexibility and agility in adapting to the

changing requirements of the business.

• Supervise team performance relative to established targets. Ensure accuracy in granted approvals
  
  

and adherence to attendance and shift schedules. Orient, assign, and coach team members to

follow Maxicare’s Policies and Procedures.

• Assist members at Helpdesks and address eligibility, coverage, and procedural inquiries. Collaborate
  
  

with Customer Care Units, other departments, and providers to resolve concerns.

• Analyze escalations and address helpdesk-related concerns.
• Demonstrates a strong ability to independently review, evaluate, escalate if necessary, and process Letters of Authorization (LOA) following established procedures. Knowledgeable in understanding the available services
• Prepare and submit reports that ensure data accuracy and completeness. These reports will help identify trends and evaluate the effectiveness of current strategies, fostering continuous improvement within the organization. Oversee, assess, and provide solutions based on the performance and productivity of handling teams in delivering services to members, partner providers, and internal clients.
• Maintain cleanliness of the Helpdesk center. Report any facility-related problems to the Admin team. Ensure the center has enough with medical and non medical supplies.
  
  

7 .Execute various campaigns and tasks as needed during manpower shortages, business continuity planning (BCP) events, or when Service Level (SL) for other teams or sub-units are critically low, ensuring operations remain smooth and responsive to immediate demands

Desired Skills And Competencies

• People Management and Team Collaboration: Ability to effectively manage and motivate both in-house teams and external vendors to achieve collaborative goals. Skilled in fostering a cooperative team environment that promotes collaboration and shared success
• Strong Communication and Escalation Management Skills: Excellent verbal and written communication skills to engage front-line staff and encourage open dialogue. Proficient in clarifying coverage, addressing inquiries, and effectively collaborating with various stakeholders. Skilled at assessing situations and appropriately escalating complex cases while providing direct solutions when possible. Dedicated to delivering exceptional service by handling inquiries and complaints with professionalism and empathy. Has a strong understanding of processes and is familiar with insurance coverage policies, including customized benefits for corporate accounts
• Organizational Skills and Technical Proficiency: Skilled in managing multiple tasks, prioritizing effectively, and ensuring accurate documentation and filing of transactions. Experienced with CRM systems such as
  
  

Salesforce and telephony systems like Genesys for handling customer interactions.

• Adaptability: Willingness to adjust to changing circumstances, especially during business continuity planning
  
  

or manpower shortages.

• Confidentiality and Ethics: Commitment to maintaining patient confidentiality and adhering to ethical
  
  

standards in all operations

Professional Qualification

• A Bachelors degree in a Healthcare or Medical-related field is preferred. Alternatively, candidates with at least 3 years of college education with at a minimum of 2 years experience in the Customer Service, or work experience in the medical field.
• Proven experience in management with strong skills in leading, organizing, and e
• Good performance management skills.
• Excellent verbal and written communication skills.
• Proficient in data entry and transaction processing with attention to detail.
• Proficient in using Google Applications (Gmail, GSheets, GSlides & etc.).

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