Claims Senior Supervisor- Evernorth- Remote

Claims senior supervisors are responsible for leading and managing a team of 20+ Claims Representatives in one of the claim adjudication platforms. The senior supervisor will manage claim inventory, staffing capacity (including interviewing, reviewing/entering time, approving PTO based on business requirements), and coaching employee performance based on eMOS metrics and employee behavioral characteristics. Senior supervisor will lead improvement initiatives, workflow redesigns, and staffing capacity discussions to optimize performance across teams. Senior supervisors are expected to facilitate daily, weekly, and monthly team and individual huddles to provide updates, answer questions, and to optimize overall performance.

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.

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 …