| Job Title: Supervisor Customer Service - Claims Location: Pittston, PA Department: Geisinger Health Plan Work Type: Full Time Job Summary: Supervises, develops and manages a team of Customer Service Representatives to ensure customer service standards, accreditation and regulatory requirements are met. Serves as a resource for communication and access to services for staff, members, providers, employers, and other organizational customers. Reports and trends customer issues. Reviews, develops, and provides on-going training and educational tools to staff. Assist with site visits, plans, directs and controls activities of the Customer Service staff to meet the operational needs and goals of the department. Manages activities of the Customer Service staff to ensure accurate and timely completion of all customer related inquiries. Pulls data and analyzes reports of production and quality metrics and recommends changes to staffing, policies or processes. Responsible for resolving complaints, considering nature and complexity of complaint, requirements of governmental agencies, and policies. Works directly with customers on escalated issues that require management intervention. Competencies and Skills: Knowledge of and ability to apply the processes, activities and tools associated with managing customer requests. Knowledge of and ability to implement effective strategies and activities that promote long-term customer loyalty. Knowledge of practices, tools, and techniques for communicating with a customer. Demonstrates competence in organizational, interpersonal, verbal and written communication skills Knowledge of the major responsibilities, accountabilities, and organization of the customer support function or department. Demonstrates proficient organizational, interpersonal, verbal and written communication skills Demonstrated ability to enhance and achieve customer satisfaction, that is, the feeling that a product or service has met the customer expectation. The specific statements shown above are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job Education and/or Experience: Minimum of 2 years related work experience required. Bachelor’s degree or equivalent experience in lieu of degree in related field of study required. Working Conditions/Physical Demands: Work is typically performed in an office environment. Travel may be required. OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation. GEISINGER HEALTH PLAN (GHP) is the health insurance component of Geisinger and serves over 460,000 members in Pennsylvania and West Virginia. Begun in 1985, GHP provides high quality, affordable health-care benefits for businesses of all sizes, individuals and families, and Medicare beneficiaries. About Geisinger: Geisinger is a physician-led health system comprised of approximately 30,000 employees, including nearly 1,600 employed physicians, 13 hospital campuses, two research centers, and a 583,000-member health plan Geisinger is nationally recognized for innovative practices and quality care. Geisinger serves more than 3 million people in central, south-central and northeast Pennsylvania and also in southern New Jersey with the addition of National Malcolm Baldridge Award recipient AtlantiCare, A member of Geisinger. In 2017, the Geisinger Commonwealth School of Medicine became the newest member of the Geisinger Family. | 
