Supervisor – Enrollment Operations

Geisinger

. Supervise, develop and manage a team of Customer Service Representatives .

Posted 9/21/2026full-timePennsylvania • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing customer service teams, ensuring compliance with regulatory requirements, and developing training programs. Proficient in analyzing metrics to drive performance improvements and enhance customer satisfaction.

Highest-signal resume keywords

Customer Service ManagementRegulatory ComplianceTeam LeadershipPerformance Metrics AnalysisHuman Resource Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceService Request Management ProcessPerformance EvaluationsComplaint ResolutionOperational Standards DevelopmentBudget PreparationStaffing ManagementTraining DevelopmentQuality Metrics AnalysisAccreditation Standards

Soft Skills

CommunicationInterpersonal SkillsDecision-MakingConflict ResolutionTeam Collaboration

Industry Keywords

Federal Medicare AdvantageCustomer RetentionHR PoliciesOrganizational PoliciesPerformance Improvement Plans

About the role

Key responsibilities & impact

Supervise, develop and manage a team of Customer Service Representatives
Ensure customer service standards, accreditation and regulatory requirements are met
Serve as a resource for communication and access to services for staff, members, providers, employers and other organizational customers
Report and trend customer issues
Review, develop and provide ongoing training and educational tools to staff
Assist with site visits and direct and control Customer Service activities
Manage customer inquiries for accurate and timely completion
Analyze production and quality metrics and recommend staffing, policy or process changes
Resolve complaints according to complaint complexity, governmental requirements and organizational policies
Handle escalated customer issues requiring management intervention
Provide leadership and developmental assistance through daily interactions and monthly one-on-one meetings
Conduct monthly team meetings and involve staff in decision-making
Recognize and reward staff achievement
Create and maintain operational standards and performance measurement tools
Manage resource allocation, staffing levels and schedules
Manage outbound call campaigns for member education and retention
Perform supervisory duties including attendance monitoring, performance evaluations and disciplinary actions
Interview and select prospective employees
Handle Human Resource issues including Performance Improvement Plans, interpersonal issues and leave requests
Support Customer Service personnel and other departments in problem resolution
Define and support goals, policies and procedures
Participate in and lead interdepartmental strategic teams
Ensure regulatory compliance, including Federal Medicare Advantage processes and prompt payment provisions
Provide input in budget preparation
Process accurate adjudication and payment of claims

Requirements

What you’ll need

High School Diploma or Equivalent (GED) (Required)
Minimum of 6 years of relevant experience (Required)
Minimum of 2 years of managerial/supervisory experience (Required)
Communication
Customer Retentions
Customer Service
HR Policies
Standards And Procedures
Service Request Management Process
Ability to work days, 40 scheduled weekly hours
Compliance with organization policies and procedures
Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years)

Benefits

Comp & perks

Healthcare benefits for full-time and part-time positions from day one
Vision coverage
Dental coverage
Domestic partner benefits
Collaborative, cooperative and collegial work atmosphere