Direct/FTE Opportunity!! We are seeking a Public Relations / Customer Service Supervisor to support our customer, a Federal Healthcare Insurance organization in Glen Burnie MD. The priority of the supervisor is to make sure internet and written inquires received from members and providers of service regarding benefits, eligibility, and claims submission information are responded to in a timely and complete manner regarding claims submission information. To create, maintain, and analyze and disseminate reports/statistics for the manager of Membership Service and upper management in a timely and complete manner. This position will monitor every aspect of the Call Management System, OnBase, NICE, and the IVR.


This position supervises, motivates, directs and guides employees in the response to internet and written inquiries as to how a claim was handled, status of claim, interpretation of Plan-s coverage or rule governing the Plan.

The incumbent will also be responsible for monitoring the Call Center division, analyzing call volumes, identifying peak times, analyzing staffing needs and making recommendations on how to allocate resources based on workload consideration, improve service, quality, and productivity and reduce customer service costs. All customer service observations and information findings will be documented and reported to the department manager.

We have more to share about this full-time / direct position. Please contact Elite Technical right away to learn more!

Required Skills

- AA degree (or commensurate experience) preferred.
- Experience in supervisory/work-leader capacity (3+ years)
- Three (3)+ recent years of health insurance experience, specifically within Claims (Required). Any Claim Disputing with OPM background considered a BIG PLUS
- Experience as a Supervisor within a Customer Service Dept. = Big Plus
- Skills in decision-making and problem-solving.
- Good verbal and written communication skills.
- Motivational/leadership skills.