Supervisor, Member Services

About Point32Health

Point32Health is a not-for-profit health and wellness organization focused on delivering accessible, affordable, high-quality care. With service reaching nearly 2 million members, the company brings together the legacies of Harvard Pilgrim Health Care and Tufts Health Plan. Its culture emphasizes care for the community, shared values, inclusion, and equal access to healthcare outcomes for people from all backgrounds.

The organization values the wide range of experiences, perspectives, and identities of its colleagues, believing that this helps create more empathetic service and a better understanding of the communities it supports.

Role Overview

Reporting to the Manager of Member Services, this position leads the day-to-day work of Member Services colleagues, including Advocates, Senior Advocates, and Team Leaders. The supervisor must stay current on Point32Health products and communicate policy or process updates to the team. The role also involves explaining benefits, claims handling, and eligibility/enrollment rules clearly and accurately to members, teammates, and internal stakeholders.

This is a leadership role centered on coaching, training, monitoring performance, improving workflows, and helping the team meet customer service and business goals. The supervisor also identifies improvement opportunities, analyzes issues, and may represent Member Services in department-wide or company-wide initiatives.

Key Responsibilities

• Oversee the service center team’s daily activities and workflow.
• Create shift schedules and manage attendance.
• Train team members and support their development.
• Monitor performance metrics and evaluate team results.
• Hold regular performance discussions and provide actionable feedback.
• Introduce methods that strengthen overall team output.
• Maintain strong customer satisfaction levels.
• Support first-contact resolution of calls and service issues.
• Manage escalated complaints and difficult customer situations.
• Help shape customer service procedures and standards.
• Prepare and present team performance and customer feedback reports.
• Review data to spot trends, gaps, and improvement areas.
• Use findings to guide decisions and recommendations.
• Keep communication flowing within the team and across departments.
• Run team meetings and briefings.
• Make sure employees receive timely updates about changes.
• Review interactions for quality assurance.
• Coach staff to meet quality expectations.
• Lead quality improvement efforts.
• Ensure the team can effectively use contact center systems and tools.
• Help resolve technical issues and work with IT when needed.
• Stay informed about new tools and suggest upgrades when appropriate.
• Maintain compliance with internal policies and external regulations.
• Perform audits and assessments as needed.
• Resolve compliance issues quickly.
• Ensure all member interactions meet HIPAA and applicable state and federal requirements.
• Represent the customer perspective in continuous improvement efforts and suggest process enhancements.
• Complete other duties or special projects assigned by management.

Qualifications

An associate degree or equivalent experience is required. A bachelor’s degree or equivalent experience is preferred.

The role requires 3 to 5 years of customer service experience. Prior supervisory experience is preferred, along with customer service experience in healthcare, a call center, or a corporate office. Familiarity with medical terminology and previous training or work in a virtual/remote environment are also preferred.

Skills and Working Style

The position calls for strong leadership, clear communication, sound judgment, and the ability to solve problems quickly. Success in this role also depends on analytical thinking, time management, customer service expertise, technical comfort with contact center systems, conflict resolution ability, adaptability, and coaching or mentoring skills.

Working Conditions

This role may involve standard office conditions as well as working from home when required. It can include extended periods of sitting and regular use of a telephone/headset and computer keyboard. Additional hours beyond the standard schedule may also be necessary.

Compensation and Rewards

The posted annual base salary range for this role is $66,078.55 to $99,117.83. Actual pay will depend on the role’s scope, the candidate’s background, and internal equity. In addition to base pay, employees may be eligible for variable pay, subject to company discretion and applicable law.

Point32Health’s current rewards package includes medical, dental, and vision coverage; retirement plans; paid time off; employer-paid life and disability insurance with optional buy-up coverage; a tuition program; well-being benefits; and a full set of offerings that support career growth, personal and family health, and financial well-being.

Equal Opportunity and Scam Notice

All qualified applicants are considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Point32Health has warned applicants about recruiting scams in which unauthorized individuals pose as recruiters and request payment. The company states that it will never ask for payment for an application, an offer, or work equipment. Candidates with concerns about the legitimacy of a posting or recruiter contact may reach out to TA_operations@point32health.org.