Supervisor, Operations - Blue Shield of California : Job Details

Job DescriptionYour Role The Commercial Customer Service team assists members in navigating their health plan and ensuring access to needed healthcare services . The Operations Supervisor, Commercial Customer Experience will report to the Director of Commercial Customer Service. In this role you will Manage the daily, short-term, and/or long-term activities of the customer service and operations teams commercial program strategy and providing service worthy of our family and friends. Responsible for the oversight of strategic initiatives, reporting, new membership implementation strategy, quality, goals, program compliance, and results for various operational areas. Focused on connecting organizational initiatives and Commercial program strategy to the member experience. ResponsibilitiesJob Summary Operations and Management - Manages the daily, short-term, and/or long-term activities of the customer service and operations teams to ensure alignment with service levels and providing service worthy of our family and friends. Responsible for the oversight of quality, production levels, strategic initiatives, employee development, objectives, and results for various operational areas. Provides customers with service worthy of our family and friends in relation to enrollment, claims, member inquires, service requests, suggestions, complaints, and other operational areas. Your Work In this role your responsibilities are:

• Responsible for routine operations and people management functions within assigned operational area.
• Ability to motivate and develop individuals into strong team members.
• Fosters a great place to work communicating clear roles and responsibilities and building successful working relationships across the organization.
• Generally, instructs, guides and oversees work of non-exempt staff with general direction from manager.
• Make decisions on people and operational matters consistent with goals and objectives of group.
• Consults and makes recommendations to management on operational issues.
• Able to impact beyond area of responsibility.
• Understands applicable legislation/regulations and ensures team compliance.
• Knowledge encompasses entire scope of concepts, practices and procedures within field of specialization.
• Able to assess talent and retain team players.
• Uses concepts and abilities to manage processes and operations, including procedural changes, inventories and workload management.
• Applies policies and procedures within health care operations.
• Other duties as assigned.

Organizational Impact

• Plans and establishes operational objectives for team and/or job area.
• Assigns tasks to team to achieve operational targets, service standards, etc.
• Delivers operational results that impact the achievement of departmental results.
• Manages day-to-day elements of the budget (e.g., overtime for staff).

QualificationsKnowledge and Experience

• Understands basic supervisory/ management approaches such as work scheduling, prioritizing, coaching and process execution.
• Customer service experience required.
• 3+ years of call center experience preferred.
• Experience supervising a remote team preferred.
• Strong internet service required, to include at least 16 megabytes per second download and most importantly 5 megabytes per second upload.
• Typically, requires broad job knowledge of technical or operational practices within assigned discipline.
• Requires 5 years of direct and relevant experience, with 3 years Blue Shield of California service or healthcare experience including 2 years of leadership development or proven exceptional ability to lead teams (including supervising a remote team preferred).
• Healthcare experience preferred

About the Team About Blue Shield of California As of January 2025, Blue Shield of California became a subsidiary of Ascendiun. Ascendiun is a nonprofit corporate entity that is the parent to a family of organizations including Blue Shield of California and its subsidiary, Blue Shield of California Promise Health Plan; Altais, a clinical services company; and Stellarus, a company designed to scale healthcare solutions. Together, these organizations are referred to as the Ascendiun Family of Companies. At Blue Shield of California, our mission is to create a healthcare system worthy of our family and friends and sustainably affordable. We are transforming health care in a way that genuinely serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience. To achieve our mission, we foster an environment where all employees can thrive and contribute fully to address the needs of the various communities we serve. We are committed to creating and maintaining a supportive workplace that upholds our values and advances our goals. Blue Shield is a U.S. News Best Company to work for, a Deloitte U.S. Best Managed Company and a Top 100 Inspiring Workplace. We were recognized by Fair360 as a Top Regional Company, and one of the 50 most community-minded companies in the United States by Points of Light. Here at Blue Shield, we strive to make a positive change across our industry and communities - join us! Our Values:

• Honest. We hold ourselves to the highest ethical and integrity standards. We build trust by doing what we say we're going to do and by acknowledging and correcting where we fall short.
• Human. We strive to listen and communicate effectively, showing empathy by understanding others' perspectives.
• Courageous. We stand up for what we believe in and are committed to the hard work necessary to achieve our ambitious goals.

Our Workplace Model: At Blue Shield of California and the Ascendiun Family of Companies, we believe in fostering a workplace environment that balances purposeful in-person collaboration with flexibility. As we continue to evolve our workplace model, our focus remains on creating spaces where our people can connect with purpose - whether working in the office or through a hybrid approach - by providing clear expectations while respecting the diverse needs of our workforce. Two Ways of Working:

• Hybrid (Default): Work from a business unit-approved office at least two (2) times per month (for roles below Director-level) or once per week (for Director-level roles and above).Exceptions:

o Member-facing and approved out-of-state roles remain remote. o Employees living more than 50 miles from their assigned offices are expected to work with their managers on a plan for periodic office visits. o For employees with medical conditions that may impact their ability to work in-office, we are committed to engaging in an interactive process and providing reasonable accommodations to ensure their work environment is conducive to their success and well-being.

• On-Site: Work from a business unit-approved office an average of four (4) or more days a week.

Physical Requirements: Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day. Please click here for further physical requirement detail. Equal Employment Opportunity: External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.