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Highmark Health Supervisor Operations Delivery in Harrisburg, Pennsylvania

Company :

United Concordia Companies Inc

Job Description :


The job supervises staff and coordinates the day to day activities in a department by providing end to end operations across all markets. Respond to inquiries in an accurate and timely manner ensuring acceptable service levels, metrics, and/or performance guarantees are achieved. Effectively supervise all assigned personnel including monitoring and assuring acceptable levels of performance, productivity and quality are met.


  • Effectively supervise all assigned personnel:

  • Responsible for monitoring and assuring acceptable levels of performance, productivity and quality are met for all personnel.

  • Select, train, coach, mentor and motivate employees to maximize performance and behaviors. Monitor the performance of employees and implement corrective action for employees when performance and standards decline.

  • Create a work environment that recognizes rewards and motivates employees to continuously improve business processes to add greater value to the products/programs offered.

  • Monitor and manage daily inventories to ensure adequate staffing and resources are available to ensure performance guarantees and established goals are met and maintained.

  • Provide career development opportunities to staff to maximize employee performance.

  • Complete administrative tasks such as performance reviews, time and attendance, training requests, system access, move requests, disciplinary actions. Also, if offered, manage alternative work schedules or settings.

  • Achieves customer service/claims objectives by contributing information and recommendations; assists in implementing production, productivity, quality, and service standards.

  • Facilitate problem solving related to operational issues, working closely with department personnel and staff throughout commercial operations.

  • Ensure all business processes are routinely monitored. Recommend and design, if necessary, process improvements designed to improve accuracy, timeliness of process and/or eliminate manual effort. Calculate return on investment (ROI) savings related to process improvements.

  • Other duties as assigned or requested.



  • High School diploma / GED


  • None


  • Bachelor's Degree



  • 2 years leading or supervising employees in an operational environment


  • None


  • Knowledge of multiple processing systems and workflows.

  • Knowledge of all company products.

  • Knowledge all applicable regulatory agencies, insurance department regulations, and HIPAA/operational/corporate policies,

  • Ability to communicate well in person, via phone and via e-mail (verbally and written).

  • Ability to clearly articulate processes and procedures to all staff and management personnel.

  • Ability to communicate, interact, and work effectively and cooperatively with all levels of staff and management teams.

  • Ability to write basic internal business memos and desktop procedures, root cause/resolution analysis and flows

  • Knowledge of claims processing systems.

  • Knowledge of group and membership related systems.

  • Knowledge of call center systems

  • PC based skills

Language (Other than English):


Travel Requirement:

0% - 25%


Position Type


Teaches / trains others regularly


Travel regularly from the office to various work sites or from site-to-site


Works primarily out-of-the office selling products/services (sales employees)


Physical work site required


Lifting: up to 10 pounds


Lifting: 10 to 25 pounds


Lifting: 25 to 50 pounds


Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement : This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

EEO is The Law

Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity ( http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf )

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For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org

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Req ID: J174470