Skills & Competencies for Member Services Supervisor

Member Services Supervisor job profile

Book a Demo and Receive a Sample Job Profile

JOB SUMMARY for Member Services Supervisor

Supervises a group of member services representatives that address health plan or HMO member inquiries, questions and concerns in all areas including enrollment, claims, benefit interpretation, and referrals/authorizations for medical care.

JOB RESPONSIBILITIES for Member Services Supervisor

Responsible for researching more complex questions, investigating the cause of the issue, and responding to members on escalated issues. Assists with hiring, training, ongoing monitoring and QA, performance evaluations and any corrective actions of member services representatives.

Member Services Supervisor SALARY RANGE

BASE 50%
$65,826
TOTAL 50%
$68,797
Job Level
M00
Job Code
HC07000524
Education/Degree
High School Diploma or Technical Certificate
Reports To
Manager

Member Services Supervisor Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Member Services Supervisor skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
BOOK A DEMO

6 general skills or competencies (Job family competencies) for Member Services Supervisor

1 Job Family Competencies – HIPAA Compliance
Proficiency Level -2
Skill definition-Abiding in the act protects sensitive patient health information from being disclosed without the patient's consent and knowledge.
Level 1 Behaviors
(General Familiarity)
Identifies the potential security and compliance risks according to HIPAA Privacy rules.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Participates in HIPPA Compliance risk assessment activities to support the evaluation of existing policies.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Executes the Security Safeguards of HIPAA regulations to guarantee security and privacy of information.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Leads the development of compliance training instructional design to deliver changes and updates to HIPAA rules.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Leads our organization's changes in processes to achieve HIPPA compliance regulations and prevent violations.
See 4 More Skill Behaviors
2 Job Family Competencies – Healthcare Industry
Proficiency Level -2
Skill definition-Applying healthcare industry knowledge to manufacture drugs and equipment and offer clinical and other healthcare-related support services.
Level 1 Behaviors
(General Familiarity)
Explains the clinical benefits of integrating innovations and technological advances into healthcare services.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Supports the development of innovative healthcare practices to reduce healthcare costs.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Leverages advanced analytics to improve patient-based service outcomes.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Integrates advanced processes into clinical workflows to diagnose and treat diseases more precisely.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Leads the development of services and solutions to address complex healthcare industry challenges.
See 4 More Skill Behaviors
3 Member Services Supervisor - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Member Services Supervisor
Proficiency Level - 4
5 Competency for - Member Services Supervisor
Proficiency Level - 5

11 soft skills or competencies (core competencies) for Member Services Supervisor

1 Core Competencies – Service Excellence
Proficiency Level -2
Skill definition-The capability of consistently delivering outstanding customer experiences to meet and even exceed customers' expectations.
Level 1 Behaviors
(General Familiarity)
Identifies internal policies and resources on customer service.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Resolves common client inquiries and problems effectively following standard guidelines.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Follows through on customers' complicated questions, requests, and complaints.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Leverages the use of technologies and tools to improve service efficiency and standards.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Keeps up to date with customer service trends and updates our organizational best practices accordingly.
See 4 More Skill Behaviors
2 Core Competencies – Planning and Organizing
Proficiency Level -2
Skill definition-Managing and prioritizing resources and workloads by creating well-organized plans to attain organizational goals and objectives.
Level 1 Behaviors
(General Familiarity)
Explains the importance of planning and organization in building a good working environment.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Identifies key implications of ineffective planning and organization that affects decision-making.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Leverages key performance indicators to measure progress completion against performance metrics.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Manages the planning and sequencing of activities to create well-planned schedules and achieve goals on time.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Establishes standards for planning and organization processes to align efforts with business goals.
See 4 More Skill Behaviors
3 Member Services Supervisor - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Member Services Supervisor
Proficiency Level - 4
5 Competency for - Member Services Supervisor
Proficiency Level - 5

Summary of Member Services Supervisor skills and competencies

There are 0 hard skills for Member Services Supervisor.
6 general skills for Member Services Supervisor, HIPAA Compliance, Healthcare Industry, Healthcare Knowledge, etc.
11 soft skills for Member Services Supervisor, Service Excellence, Planning and Organizing, Coordination, etc.
While the list totals 17 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Member Services Supervisor, he or she needs to be proficient in Service Excellence, be proficient in Planning and Organizing, and be proficient in Coordination.

It's Easy to Get Started

Get the precision you need to assess, hire, and develop top talent with skills and competencies – see how with a personalized demo.