Imagine360 specializes in transforming the healthcare experience by providing innovative solutions for self-funded health plans. With a mission to deliver bette
Offshore Provider Relations Supervisor
Location
United States
Posted
3 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Offshore Provider Relations Supervisor
Imagine360
Role Description Imagine360 is seeking an Offshore Provider Relations Supervisor to join the team! This position is responsible for the day-to-day oversight and supervision of offshore vendor partners providing contact center support. The role requires a strong understanding of contact center operations, member eligibility, benefits, coverage, and related policies and procedures, along with experience managing offshore vendor relationships. The position is accountable for ensuring provider inquiries are handled accurately, efficiently, and in compliance with established policies, procedures, service level agreements (SLAs), quality standards, and performance metrics. Additionally, the role monitors vendor performance, drives operational excellence, identifies opportunities for process improvement, and collaborates with internal and external stakeholders to ensure consistent, high-quality service delivery. Position Location: 100% remote Responsibilities include but are not limited to: - Supervisor of Offshore Provider Relations - Responsible for the onboarding/offboarding of offshore provider team members. - Manage day-to-day call quality metrics to ensure contractual goals are being met. - Manage and resolve day-to-day issues as they arise. - Create, maintain, and trend various reports in a timely manner. - Supports communication between other departments, vendors, and clients to ensure collaborative progress toward desired state. - Actively facilitates/participates in committee/team meetings as assigned. - Recognizes and alerts appropriate supervisor of trends within their scope of responsibility that fall outside of quality parameters. - Acts as a role model in demonstrating the core values in customer service delivery. - Provides timely and thorough follow-up with internal and external customers. - Appropriately escalates difficult issues up the chain of command. - Model and provide an environment that supports Imagine360 core values to encourage continuous learning, personal development, and accountability. - Actively support company and department initiatives, directors, and other team members. - Explains and demonstrates duties and proper procedures for role. - Assists in maintaining relationships with Offshore Provider Vendor by being the Provider Relations contact. - Attending regularly scheduled meetings and making sure the appropriate parties are involved. - Active participation in any provider relations sub-groups and committees as projects arise. - Serve as a SME in Provider Relations/Contact Center. - Communicate areas of improvement for offshore Provider call quality, and production goals. - Maintains and updates policies and procedures. - Serves on committees, work groups, and/or process improvement teams, as assigned, to assist in improving quality/customer satisfaction. - Actively reviews and analyzes vendor performance to maximize accuracy and production efficiencies. Qualifications - Experience in Provider and/or Contact Center. - Minimum 3 years' experience in health insurance industry. - Demonstrated experience in Offshore vendor relations. - Working knowledge of computers and software including but not limited to Microsoft Office products. - Familiarity with contact center software/tools (Nice InContact, IVR, etc.). Requirements - Bachelor's degree in related field preferred. - Experience with Philippines/Southeast Asia Contact Centers a plus. Skills and Abilities - Demonstrated organizational, problem-solving, and analytical skills. - Strong written, oral, and telephonic communication skills. - Demonstrated ability to work independently, be detail-oriented, prioritize workloads, multi-task, and manage priorities to meet deadlines. Benefits - Multiple Health plan options. - Company paid employee premiums for disability and life insurance. - Parental Leave Policy. - 20 days PTO to start / 10 Paid Holidays. - Tuition reimbursement. - 401k Company contribution. - Company paid Short & Long term Disability plus Life Insurance. - Professional development initiatives / continuous learning opportunities. - Opportunities to participate in and support the company's diversity and inclusion initiatives.
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