Job Description

Eligibility Supervisor

Summary

Leads Employer Services team consisting of experienced administrative, operative, and or technical

roles in the Professional career track. Typically responsible for a large number of direct and indirect

reports in a process or transactional operations environment. Provides technical support to Eligibility

staff. Completes analyses on staff productivity and effectiveness for management. Implements

workflow improvements. Coordinates schedules and workflow for the team. Focuses on team

completion of assignments and routines. Ensures the orientation and training of employees. This

role typically leads a team focusing on Eligibility.

The Client Services Operations Supervisor, Global Health Benefits-Americas, is responsible for

overseeing the daily operational activities of a team of Analysts within the Client Operations

organization. You'll work alongside the team to play a critical role in ensuring accurate and

timeliness of client set up, contracts or enrollment processing which directly impacts customer

access to care and benefit coverage. For eligibility, responsible for managing client eligibility data,

intake and processing, resolving data integrity issues, developing tools to ensure accurate and

efficient eligibility loading, and coordinating with third-party vendors for seamless service delivery.

For contracts, responsible to ensure team creates and maintains client policy, certificates, riders and

amendments accurately and timely. For benefits, responsible to manage client installation for new

business, renewals, maintenance and ensure accuracy and timeliness of inventory.

What You'll Do:

Lead a team of Eligibility, Benefit or Contract Analysts, leveraging tools and active management

to optimize productivity, service quality, and meet all performance metrics

Facilitate daily team huddles to assign tasks, balance workloads, provide direction, and remove

barriers to meet deliverables

Collaborate with teams and managers to resolve escalated issues promptly, using data analysis to

identify root causes and prevent recurrence locally and globally

Drive staff development through regular feedback, coaching, and growth-focused one-to-one

and team meetings

Act as a departmental liaison, driving compliance and quality-focused continuous improvement

initiatives that support business and eligibility team needs.

Collaborate with matrix partners to ensure timely and accurate resolution of escalations Successfully guide the team through process transitions and peak operational periods Support recruitment and onboarding processes to ensure a smooth and positive experience for

new employees

Requirements:

GED required; bachelor's degree preferred 1+ years of experience in leadership, management, or coaching, preferred
Skilled in building strong relationships and driving change through collaboration across all levels,

preferred

Client-focused with strong interpersonal and influencing skills, proven ability to assess talent and

personalities, and build effective relationships, preferred

Experienced in managing complex operational work units within a matrixed environment Ability to manage multiple priorities while thriving in a collaborative, high-energy team

environment

* Effective communicator with strong written, oral, interpersonal, analytical, and listening skills