Customer Advocate Supervisor at Idaho Health Insurance Exchange – Boise, Idaho

Position title: Customer Advocate Supervisor
Reports to: Customer Support Center Manager
FLSA status: Exempt

Position Summary
Oversee all day-to-day activities of a team of Customer Advocates in a fast-paced, call center environment to ensure effective execution of Your Health Idaho’s (YHI) service line scope of responsibilities.

Company Overview

The Idaho Health Insurance Exchange, dba Your Health Idaho, was established in 2013 by Idaho House Bill 248. We are an independent entity overseen by a 19-member Board of Directors. Your Health Idaho is Idaho’s online marketplace where Idaho individuals, families, and small businesses can shop, compare, and choose the health insurance that’s right for them. We are also the only place where Idahoans can apply for and receive a tax credit that can pay for some or all of their monthly premiums. Your Health Idaho has received multiple awards for our culture and is recognized as a premier employer in the Treasure Valley.

Responsibilities (Position may include additional functions not listed)

§ Provide leadership and guidance to enable the Customer Advocate (CA) team to effectively meet business and operational needs.

§ Measure, analyze, and improve performance metrics. Conduct and evaluate productivity reporting and related performance metrics.

§ Document 1:1 coaching and training sessions with team, as appropriate.

§ Direct supervision of CA Team, to include selection/hiring, training, coaching, schedule adherence, performance management, and disciplinary situations.

§ Keep up to date on State and Federal regulations related to Affordable Care Act, determine business impact of new and revised regulations, and ensure practices and procedures are compliant with regulations.

§ Collaborate, influence decisions, and resolve complex consumer support problems.

§ Participate and/or lead cross-functional teams to research, evaluate and recommend alternatives, and resolve business operational initiatives/issues

§ Interpret operational expectations and facilitate changes in customer service practices and procedures to ensure alignment.

§ Analyze customer user stories and business requirements and apply policy rules to achieve desired outcome.

§ Provide guidance in handling consumer escalations, appeals, grievances, carrier reconciliations and renewal of eligibility for non-financial assistance.

§ Utilize YHI’s technology platform to research and resolve complex or unique consumer escalations.

§ May assist with reporting and data analytics for YHI’s technology solution.

§ Perform other duties as assigned.

Qualifications (Required knowledge, skills, abilities, education, experience, etc.)

§ Bachelor’s degree or equivalent through professional experience

§ 4+ years of customer service experience, including resolving complex customer situations

§ Demonstrated successful leadership and people management skills

§ Effective change management, planning/prioritizing, detail-orientation, time management and analytical skills

§ Excellent verbal and written communication skills as well as ability to provide/receive constructive feedback

§ Knowledge of the healthcare industry, the Affordable Care Act (ACA) and/or experience overseeing a healthcare-related program.

§ Strong computer skills, including Microsoft suite and ability to learn/utilize other technological applications

§ Strong problem solving, reading comprehension, business analysis, and technical/business writing skills

§ Ability to work in a fast-paced workplace, adapt to a continually evolving environment, and work independently with limited supervision

§ A committed team player with exceptional interpersonal, problem-solving, and communication skills with ability to develop and maintain cooperative and productive work relationships

§ Ability to assume responsibility and maintain confidentiality consistent with the values and integrity of YHI

Physical & Other Requirements

• Ability to work in office setting; primarily sedentary; use of normal office machines
• Availability to work additional hours or weekends as projects demand

*The functions described herein are not the only responsibilities and tasks to be performed by the individual occupying this position. The individual will be required to follow any other instructions and to perform any other job-related duties as required by his/her supervisor or manager. Requirements stated herein are minimum levels of knowledge, skills, and/or abilities to qualify for this position. To perform the responsibilities of this position successfully, the individual will possess the abilities and aptitudes to perform each task proficiently. “Ability” means to possess and apply both knowledge and skill.

This job description includes the essential functions of the job that an incumbent must be able to perform with or without reasonable accommodation.

This document does not create an employment contract, implied or otherwise. The organization maintains “at will” employment. This job description is subject to review and may be revised or updated at management’s discretion.