Supervisor - Provider Services

Summary

Supervise, coach and mentor assigned team members to complete work assignments and achieve unit targets. Assist with overseeing and managing the efficient handling of provider queries and ensure that there is accurate and complete information and documentation required for query resolution. Work with team and Unit Management to identify areas for improvement within processes, procedures and query resolution standards, and assist with implementing improvement initiatives as assigned. Serve as a key member of various operational projects as required. Train, provide performance feedback for, and encourage, team members to achieve client service delivery levels. Collaborate with various internal and external stakeholders to achieve the objectives of the Unit and related corporate objectives/outcomes

Responsibilities

• • Guide, mentor/coach direct reports to ensure assignments are completed and Unit targets achieved.
• • Coordinate workload distribution, prioritise tasks, and ensure timely and accurate completion of tasks.
• • Set goals, monitor performance, provide timely feedback and conduct performance evaluations for assigned team members.
• • Monitor workflows, processes and procedures, document findings and recommendations for improvement as necessary, to enhance efficiency and productivity.
• • Examine and investigate erroneous claim payments and initiate appropriate action to have claims settled; follow through to ensure satisfactory conclusion.
• • Prepare written responses to written provider queries as well as distribute general provider correspondences.
• • Collaborate with other relevant units/departments to follow-up on, and coordinate efforts in, the processing of provider queries, and other service matters, and to share and acquire accurate information to ensure delivery of service in line with company objectives.
• • Provide guidance and execute to ensure compliance with company policies, procedures, and regulatory requirements.
• • Contribute to the development and execution of strategies to align unit work and team performance to overall company strategy, goals and objectives.
• • Prepare reports daily, weekly and monthly on key performance variables.
• • Assist in preparing the unit’s annual budget for review.
• • Perform other job-related duties assigned from time to time.

Required Skills

• • Familiarity with relevant laws and regulations related to client communication and information protection/data privacy.
• • Excellent organisational, leadership and team management skills.
• • Supervisory skills and knowledge of industrial relations practices.
• • Ability to conduct research, analyse data and make recommendations
• • Strong analytical/problem-solving and decision-making skills.
• • Knowledge of business laws, relevant regulations and standards, as applicable.
• • Sound knowledge of insurance products, processes, and procedures.
• • Sound knowledge of Life and Health Insurance policy contracts.
• • Working knowledge of basic accounting and budgeting principles.
• • Working knowledge of data protection laws and compliance requirements.
• • Sound knowledge of computer software packages including CRM business software and tools, word processing and spreadsheet applications.

Qualifications

• • Bachelor’s Degree in Management Studies, Business Administration, or an equivalent qualification from a recognised tertiary institution.
• • Three (3) years’ working experience with at least one (1) year spent at the supervisory level in the finance industry, preferably the operations division of a life or health insurance company.
• • Associate Customer Service (ACS) designation.
• • Fellow Life Management Institute (FLMI) or Life Office Management Association (LOMA) designations.
• • Supervisory or Management training highly desirable.

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