Supervisor - Customer Service

Supervisor - Customer Service

Work from home within Washington, Oregon, Utah, Idaho, North Dakota, Minnesota, and Arkansas. Preference will be given to current employees and candidates who reside in Utah, Idaho, North Dakota, and Arkansas.

Build a career with purpose. Join our Cause to create a person-focused and economically sustainable health care system.

Who We Are Looking For: 

Every day, Cambia’s dedicated team of Customer Service Supervisors is living our mission to make health care easier and lives better. As a member of the Customer Service team, our supervisors lead call center teams serving health plan members and providers, coach employees toward excellent customer interactions, and support first-contact resolution, issue resolution, education, and appropriate cross-serving of relevant products, all in service of making our members’ health journeys easier.

As a people leader, you are willing to learn and grow, understanding that leadership is a craft that is continuously honed as you support your team and the lives that depend upon us.

Do you have experience leading high-volume customer service teams and a passion for developing people? Are you energized by improving service quality, removing barriers, and helping members and providers reach resolution? Then this role may be the perfect fit. 

What You Bring to Cambia: 

Qualifications:  

• Bachelor’s degree.
• Three years of experience in a production environment, preferably in the health care industry.
• Demonstrated leadership or supervisory experience.
• Equivalent combination of education and experience may be considered. 

Skills and Attributes: 

• Experience working in a high-volume call center, with the ability to manage performance while creating an environment for service excellence.
• Knowledge of the insurance industry and related regulations and mandates.
• Demonstrated analytical skills, including identifying problems and trends, developing solutions, and implementing a course of action.
• Ability to develop productivity, quality, service, and cross-serve standards and effectively lead employees who may work across multiple locations or remotely.
• Ability to organize, plan, and prioritize assignments across multiple projects and manage well-defined projects with minimal guidance.
• Experience with AI tools and technologies to enhance productivity and decision-making in professional settings highly desired.
• Demonstrated ability to set team priorities and oversee work outputs and timelines.
• Ability to develop, train, coach, and lead a team.
• Strong verbal and written communication skills across all levels of the organization, including customer and member service skills and the ability to collaborate with internal and external groups. 

What You Will Do at Cambia:  

• Assign and prioritize work, set goals, coordinate daily team activities, and communicate regularly through in-the-moment coaching, one-on-one conversations, and team meetings.
• Monitor individual and team performance to ensure production, customer satisfaction, quality, call accuracy, and cross-serve goals are met in accordance with department standards, medical policy, guidelines, and company timelines.
• Coach and develop employees, oversee training, assess development needs, complete performance reviews, and manage hiring, counseling, retention, and other people-management responsibilities.
• Act as a resource for staff and partners, escalate issues appropriately, collaborate across departments to remove barriers, and demonstrate servant leadership by handling escalated member or provider calls through closure.
• Help develop productivity and quality standards, participate in compliance audits, report findings, and ensure team participation in MTM, URAC, and other compliance requirements.
• Identify and implement continuous improvement opportunities and lead special, division, or process-improvement projects that may require data tracking, analysis, and presentations to departmental leadership.
• Participate on project teams by recommending solutions and translating business requirements, schedules, and communications. As a member of our strong leadership community, provide direction, engage the team toward common goals, and create a positive experience that helps people flourish. 

Pay ranges vary based on the candidate's work location. The expected hiring range depends on skills, experience, education, and training; relevant licensure / certifications; and performance history.

• National pay structure: Applies to Washington, Oregon, the Boise and Lewiston, Idaho metro areas, the Salt Lake City, Utah metro area, and the Minneapolis/St. Paul, Minnesota metro area. The expected hiring range is $67,500 to $86,500, the full salary range is $60,000 to $98,000, and the bonus target is 12%.
• Regional pay structure: Applies to North Dakota, Arkansas, Minnesota outside the Minneapolis/St. Paul metro area, and Idaho and Utah locations outside the metro areas listed above. The expected hiring range is $60,750 to $77,750, the full salary range is $54,000 to $88,000, and the bonus target is 12%.

About Cambia

Working at Cambia means being part of a purpose-driven, award-winning culture built on trust and innovation anchored in our 100+ year history. Our caring and supportive colleagues are some of the best and brightest in the industry, innovating together toward sustainable, person-focused health care.  Whether we're helping members, lending a hand to a colleague or volunteering in our communities, our compassion, empathy and team spirit always shine through.

Why Join the Cambia Team?

At Cambia, you can:  

• Work alongside diverse teams building cutting-edge solutions to transform health care.  
• Earn a competitive salary and enjoy generous benefits while doing work that changes lives.  
• Grow your career with a company committed to helping you succeed. 
• Give back to your community by participating in Cambia-supported outreach programs.  
• Connect with colleagues who share similar interests and backgrounds through our employee resource groups.  

We believe a career at Cambia is more than just a paycheck – and your compensation should be too. Our compensation package includes competitive base pay as well as a market-leading 401(k) with a significant company match, bonus opportunities and more.  

In exchange for helping members live healthy lives, we offer benefits that empower you to do the same. Just a few highlights include: 

• Medical, dental and vision coverage for employees and their eligible family members, including mental health benefits. 
• Annual employer contribution to a health savings account.  
• Generous paid time off varying by role and tenure in addition to 10 company-paid holidays. 
• Market-leading retirement plan including a company match on employee 401(k) contributions, with a potential discretionary contribution based on company performance (no vesting period). 
• Up to 12 weeks of paid parental time off (eligibility requires 12 months of continuous service with Cambia immediately preceding leave). 
• Award-winning wellness programs that reward you for participation. 
• Employee Assistance Fund for those in need. 
• Commute and parking benefits. 

Learn more about our benefits. 

We are happy to offer work from home options for most of our roles. To take advantage of this flexible option, we require employees to have a wired internet connection that is not satellite or cellular and internet service with a minimum upload speed of 5Mb and a minimum download speed of 10 Mb.

As part of our security requirements, new hires will need access to a personal mobile device to set up Multi-Factor Authentication (MFA) upon joining the company. MFA is an important layer of protection for accessing Cambia systems and is required for all employees.