Claims Senior Supervisor- Evernorth- Remote

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Requirements:

• High School Diploma or GED required.
• At least 3 years of direct experience managing employees working in claims processing, inventory, and capacity planning roles.
• At least 1 year of eMOS experience and/or using metric driven performance management (e.g., MOS) to coach employees in productivity and/or quality.
• Possess leadership characteristics to inspire, motivate, and influence people to optimize operational key performance indicators.
• Excellent communication, interpersonal and negotiation skills.
• Ability to influence and drive change to improve processes and outcomes.
• Ability to quickly learn new skills, processes, applications, and workflows.
• Demonstrated ability to identify improvement opportunities and lead initiatives to improve performance.
• Ability to quickly solve problems with limited information to resolve barriers or employee/team issues.

Responsibilities:

• Manages the daily claim operations of assigned team of 20+ Claim Representatives.
• Demonstrates managerial courage in difficult employee and peer conversations to improve operational metrics.
• Collaborates with matrix partners to manage claim inventory and staffing capacity to meet internal claim level expectations.
• Facilitates performance management conversations with direct reports to maintain/improve productivity and quality requirements.
• Facilitates, as necessary, performance improvement plans while utilizing objective metrics/performance and recommendations from support teams (e.g., SMEs, Coaching, Quality).
• Facilitates daily, weekly, and monthly individual and team meetings to develop an inclusive, productive, and performance driven culture.
• Utilizes an Enterprise Management Operating System (eMOS) and other reporting tools daily to review key performance, productivity, and quality metrics to influence individual and team performance.
• Facilitates the development of policies, procedures, and knowledge exchange articles to ensure consistency and accuracy of processes.
• Develops the capability of direct reports by identifying strengths/weaknesses, then providing the appropriate level of direct mentoring and uses other support teams (e.g., quality, coaching, training) to increase performance and quality.
• Complete daily conversations with direct reports to identify challenges/barriers and problem solves to minimize barriers to meeting productivity and quality metrics.
• Facilitates administrative supervisory functions related to compensation planning, employee relations communication/coordination, leave of absence submission, time keeping, and all other related company initiatives.
• Mentors the development of new supervisors and matrix partners to create efficiencies and increase performance and quality outcomes.
• Leads improvement initiatives to improve overall performance.
• Develop into a backfill for the manager with inventory, capacity, and other strategic planning and development.