We are seeking a proactive and experienced Customer Service Supervisor to oversee the day-to-day operations of our federal contact center team. This role is responsible for leading a team of advocates, driving performance metrics, supporting regulatory compliance, and ensuring exceptional service delivery. The ideal candidate brings strong leadership, problem-solving, and operational oversight skills within a healthcare or health insurance environment.
Please note this is a hybrid position based out of our Rancho Cordova, CA location. We are considering candidates that are within a reasonable commuting distance to the office.
Responsibilities:
- Supervise daily customer service functions to ensure timely and accurate resolution of inquiries.
- Oversee unionized staff, including interviewing, onboarding, coaching, setting goals, and performance evaluation. Supervise seasonal contract staff as needed.
- Manage workflow, adjust staffing levels, and monitor work assignments to meet business needs.
- Ensure completion of requests escalated from the Call Center or other departments within required timeframes.
- Resolve escalated and sensitive member issues and serve as part of the leadership escalation response team.
- Conduct monthly 1:1s with team members and host regular team meetings to support engagement and development.
- Lead or support training on new processes impacting quality assurance and customer service delivery.
- Monitor and report team progress toward departmental and enterprise goals.
- Support regulatory audits and assist compliance teams with updating complaint/grievance documentation.
- Participate in hiring, especially during peak seasons, including interviewing and onboarding.
- Attend leadership meetings (three times per week) and represent the department in enterprise or cross-functional initiatives.
- Take ownership of special projects such as paper reduction initiatives or other business improvement efforts.
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Team Structure and Collaboration
Work Schedule and Expectations
Qualifications:
- 5+ years of experience as an individual contributor in a healthcare or health insurance environment; supervisory experience a plus!
- Strong time management, organizational, and multi-tasking skills.
- Analytical and detail-oriented, with strong problem-solving and negotiation capabilities.
- Experience with claims, premium billing, or health plan operations a plus.
- Proven ability to coach, train, and motivate team members in a fast-paced, service-driven environment.
- Ability to make informed business recommendations and implement process improvements.
- Comfortable with both virtual and in-person collaboration; flexibility for evening/weekend work as needed.
- Willingness to lead initiatives, support regulatory readiness, and contribute to enterprise goals.
- Ability to build strong cross-functional relationships and foster team development.
Base Pay Information
The national base pay range at the end is a good faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications, and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.
Pay Grade 18. $56,900 - $119,200
Additional Information:
Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:
- Competitive base and incentive pay
- 401(k) with robust matching and non-matching contributions
- Rich medical & pharmacy benefits
- 100% employer-paid dental and vision benefits
- Holistic wellbeing program with deep financial incentives
- Generous paid time off plus 12 paid holidays and your birthday off
- Culture of growth and learning: career development; tuition reimbursement; recognition program
- Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
- Social responsibility and volunteer opportunities
- Employee discount program
Fair Chance Ordinances and Criminal Background Considerations
This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and/or New York Corrections Law Article 23-A.
Important Work Authorization Information
Please note, Delta Dental will not sponsor applicants for work visas for this position.
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