SUPERVISOR, PLAN DOCUMENTATION
POSITION SUMMARY
The Plan Documentation Supervisor is responsible for overseeing all processes and functions surrounding Plan Documentation such as fulfillment, compliance and web documents, welcome emails, meeting turnaround times, working with third party fulfillment vendors, coordinating implementation of new fulfillment documents for new or existing blocks, updating fulfillment documents, and customer service inquiries. The supervisor is required to collaborate with other departments and third-party vendors to ensure issues are corrected timely and accurately and serve as a subject matter expert.
ESSENTIAL FUNCTIONS
POSITION SUMMARY
The Plan Documentation Supervisor is responsible for overseeing all processes and functions surrounding Plan Documentation such as fulfillment, compliance and web documents, welcome emails, meeting turnaround times, working with third party fulfillment vendors, coordinating implementation of new fulfillment documents for new or existing blocks, updating fulfillment documents, and customer service inquiries. The supervisor is required to collaborate with other departments and third-party vendors to ensure issues are corrected timely and accurately and serve as a subject matter expert.
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ESSENTIAL FUNCTIONS
- Manages execution and efficiency of the Plan Documentation team by establishing realistic plans and determines sequence of activities for completing work appropriately.
- Executes effective resolutions for issues and ensures that the appropriate Allied teams are informed in a timely manner.
- Oversees the process for fulfillment document implementations and changes.
- Strong understanding of all system applications, workflows, and business processes for BPO Plan Documentation.
- Ensures turnaround times are being met for various Plan Documentation Team tasks.
- Tracks turnaround times of third-party vendors to ensure timely completion of projects.
- Participate in weekly error report and key performance indicators meeting; monitor and report on Plan Documentation errors and trends.
- Participates in bi-weekly matrix meetings to drive plan documentation changes.
- Develop efficient tracking, team metrics, and ad hoc reporting as requested.
- Supervise maintenance of process documentation and conduct weekly Plan Documentation team meetings.
- Assess staffing needs and work with senior leadership to hire for new roles.
- Provide guidance and support employee development regularly.
- Seeks creative approaches to overcoming obstacles to achieve results.
- Serves as a point of contact for other BPO departments and subject matter expert when establishing and developing workflows for new products and blocks of business.
- Demonstrates strength and understanding of business processes as well as a “sense of urgency” resulting in the ability to influence the organization to exceed performance standards and customer expectations.
- Work on special project, duties or tasks as assigned.
EDUCATION
- College Degree preferred, but not required.
EXPERIENCE AND SKILLS
- Intermediate level work experience with Microsoft Office, Word, Excel, and Power Point software applications required, Access preferred.
- Group Health Insurance/Benefits experience preferred, but not required.
- Management or Supervisor experience preferred, but not required.
POSITION COMPENTENCIES
- Accountability
- Communication
- Action Oriented
- Timely Decision Making
- Building Relationships/Shaping Culture
- Customer Focus
PHYSICAL DEMANDS
- This is an office environment requiring extended sitting and computer work.
WORK ENVIRONMENT
- Remote.
The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
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