Operations Supervisor Jobs

Blue Shield of California’s mission is to ensure all Californians have access to high-quality health care at a sustainably affordable price. We are transforming health care in a way that truly serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.
To fulfill our mission, we must ensure a diverse, equitable, and inclusive environment where all employees can be their authentic selves and fully contribute to meet the needs of the multifaceted communities we serve. Our comprehensive approach to diversity, equity, and inclusion combines a focus on our people, processes, and systems with a deep commitment to promoting social justice and health equity through our products, business practices, and presence as a corporate citizen.
Blue Shield has received awards and recognition for being a certified Great Place to Work, best place to work for LGBTQ equality, leading disability employer, one of the best companies for women to advance, Bay Area’s top companies in volunteering & giving, and one of the world’s most ethical companies. Here at Blue Shield of California, we are striving to make a positive change across our industry and the communities we live in – join us!
Your Role
The Broker & Employer Service Operations team supports inquiries from our Brokers and Group Administrators as well as partners close with our internal sales leaders to handle escalations as needed. The Supervisor, Quality Operations will report to the Senior Operations Director for Broker, Employer and Provider Services. In this role you will oversee the quality assessment processes and voice of the customer insights as well as manage the performance of the broker & employer service quality operations team. Your activities will include developing the approach to evolve the quality program as our service interactions change, coaching and developing staff towards performance and career objectives, showcasing quality insights to department and company stakeholders, and managing a project pipeline to improve processes and technology supporting our customer experience. This role will require you to collaborate closely with leadership across Blue Shield of California departments to continue to innovating processes, policies and documentation to deliver accuracy and ease. You will be accountable for providing regular reporting and communications to leadership on performance insights regarding our capability to key metrics for transparency. Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.
Your Work
In this role, you will:

• Consult and make recommendations to management on operational issues
• Communications insights from reporting utilizing quality assessment systems audit reports and Voice of the Customer insights to showcase results to department leadership and developing action plans for leaders following up on deliverables for accountability ensuring continuous improvement in performance.
• Be responsible for routine operations and people management functions
• Apply policies and procedures within health care operations
• Foster a great place to work communicating clear roles and responsibilities and building successful working relationships across the organization
• Leads the approach and execution to facilitating interactions to raise awareness on key areas of opportunity and ensure alignment including call calibrations with department leadership and stakeholders across various lines of business. Works to influence parties within and outside of the job function regarding policies, practices, and procedures.
• Owns the continually evolving strategy for evaluating quality results and customer experience insights to identify the needs of the customer and the effectiveness of our people, process, and technology to deliver on those requirements
• Build successful working relationships across the organization to collaborate in driving innovation in process and policies to improve the customer experience and performance efficiency maintaining a project plan for necessary improvements and partnering across the organization to deliver on needs.
• Leads team to consistently achieve team performance metrics showcasing best in class service experience including but not limited to voice of the customer survey results, quality, and production .
• Use concepts and abilities to manage processes and operations, including procedural changes, inventories, and workload management

Qualifications
Your Knowledge and Experience

• Ability to work independently and demonstrate a sense of urgency, initiative, responsiveness managing time effectively meeting deadlines with excellent quality and a proactive approach to work
• Strong computer skills; demonstrated mastery of all MS Office products and digital tools; Ability to execute successful internet research on Customer Experience topics within short timeframes
• Requires a minimum of 5 years of prior relevant experience
• Strong relationship building and communication skills to create solid partnerships across the organization delivering messages with transparency and authenticity to build collaboration while providing timely engagement and responses to key stakeholders
• Ability to work collaboratively across diverse teams to improve processes and policies with a focus on the customer experience
• Requires a minimum of 2 years of experience operating in a lead role or equivalent leadership training or manager training
• Experience managing a remote team while showcasing an understanding of basic supervisory/ management approaches such as work scheduling, prioritizing, coaching, performance management, and process execution

Pay Range:
The pay range for this role is: $66,000.00 to $82,000.00 for California.
Note:
Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.
About Us
At Blue Shield of California we are parents, leader, students, visionaries, heroes, and providers. Everyday we come together striving to fulfill our mission, to ensure all Californians have access to high-quality health care at a sustainably affordable price. For more than 80 years, Blue Shield of California has been dedicated to transforming health care by making it more accessible, cost-effective, and customer-centric. We are a not-for-profit, independent member of the Blue Cross Blue Shield Association with 6,800 employees, more than $20 billion in annual revenue and 4.3 million members. The company has contributed more than $500 million to Blue Shield of California Foundation since 2002 to have a positive impact on California communities. Blue Shield of California is headquartered in Oakland, California with 18 additional locations including Sacramento, Los Angeles, and San Diego. We're excited to share Blue Shield of California has received awards and recognition for LGBT diversity, quality improvement, most influential women in corporate America, Bay Area's top companies in volunteering & giving, and one of the world's most ethical companies. Here at Blue Shield of California, we're striving to make a positive change across our industry and the communities we live in , Join us!