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Assistant Supervisor, Customer Services

Company: Zenith American
Location: Las Vegas
Posted on: November 11, 2019

Job Description:

Title: Assistant Supervisor, Customer Services Department:Service Center Position Type: Exempt Hours per Week:40 Position Summary: Provides daily leadership and supervision to Customer Service team to meet and exceed client expectations and operational needs. Optimize workflows/processes, tools, staff allocation, and technology to ensure efficient and cost effective day to day operations. 'Has minimum necessary access to Protected Health Information (PHI) and Personally Identifiable Information (PII) by Job Description/Role.' Key Duties and Responsibilities - Provide daily leadership and supervision to Customer Service team consistent with management values and mission. Assign, distribute and monitor quality and quantity of work produced, ensuring employees are held accountable for consistently meeting quality and production requirements. Develop staff through performance management, goal setting, training, and effective employee relations. Review and approve timecards, time off requests, and the accuracy of labor allocations and payroll processing information. - Optimize workflows/processes, tools, staff allocation, and technology to ensure efficient and cost effective day to day operations. - Implement and monitor internal systems, policies and procedures to ensure operations are in compliance with client needs, new developments, regulations, and reporting requirements. - Ensure effective communications and working relationships with management and staff as well as clients, government agencies, unions, participants, attorneys, and consultants. - Interact with clients to remediate escalated claims issues, review plan changes, and attend to other client needs. - Participate in new business presentations and client meetings as requested, attend benefit fairs, and assist in the implementation of new clients. - Ensure compliance with HIPAA and other regulatory and legal guidelines, and troubleshoot and resolve customer/client service issues. - Maintain current knowledge of assigned Plan(s) and effectively apply knowledge. - Perform other related duties and special projects as required. Minimum Qualifications - Associate's degree in a business related field, or equivalent combination of education and work experience. - Minimum of 3 years related experience. Prior multi-employer and Taft-Hartley trust fund experience preferred. - Minimum of 1 year of supervisory experience, preferably in an insurance, benefits, or TPA environment. Experience with call metrics and analysis, staffing models and workforce management and managing a remote workforce preferred. - Exceptional team player with the confidence and integrity to earn client and internal team confidence quickly. - Proven ability to recruit, lead and motivate a team in order to balance staffing strength with profitability and growth. - Thorough understanding of benefits operations and processes (health & welfare and retirement), to include payment of claims, interpretation of contracts, communication of benefits, etc. - Excellent verbal and written communication skills, including interpersonal skills. - Strong decision-making and organizational skills, with the ability to optimize the use of all available resources and deliver on multiple priorities. - Exceptional analytical and problem resolution skills; ability to exercise independent, sound judgment. - Proven attention to detail, problem solving skills, and follow-through skills. - Proficient PC skills including intermediate to advanced Microsoft Word, Excel and Outlook skills. PowerPoint experience preferred. - Ability and willingness to travel as necessary. Working Conditions/Physical Effort - Typical office - Typically sitting at a desk or table, working on a computer in excess of 85%. - Travel may be required ZAS's Mission, Vision & Values As a member of the ZAS team, the Fund Relationship Executive agrees to embrace and live out the mission, vision and core values of ZAS. The values we live and work by are: - We focus on relationships - We take risks thoughtfully - Ethical behavior - Performance and accountability - We strive to win, but not at all costs Zenith American Solutions Real People. Real Solutions. National Reach. Local Expertise. We are currently seeking an experiencedAssistant Supervisor, Customer Serviceswith the necessary skills, initiative, and personality, along with the desire to get the most out of their working life, to help us be our best every day. Zenith American Solutions is the largest independent Third Party Administrator in the United States and currently operates over 45 offices, and 1,500 professional staff nationwide. Zenith American Solutions was founded in 1944, and grown over the course of many decades by merging the unsurpassed experience of 17 national and regional Third Party Administrators. By combining resources, best practices and scale, Zenith American Solutions organization is even stronger and better than before We realize the importance a comprehensive benefits program to our employees and their families. As part of our total compensation package, we offer an array of benefits including health, vision, and dental coverage, a retirement savings 401(k) plan with company match, paid time off (PTO), great opportunities for growth, and much, much more!

Keywords: Zenith American, Las Vegas , Assistant Supervisor, Customer Services, Hospitality & Tourism , Las Vegas, Nevada

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