• Responsible for overseeing the daily tasks and workflow of assigned team of associates/ specialists by providing direction and structure and aiding to answer questions using knowledge of services and benefits to help guide employees and perform necessary on the job training. • Responsible for the administrative functions and supervision of an operations unit, including backlog and quality management for a team of Operations/Customer Service associates. • Provide organization, direction and staffing for all assigned service calls and case load assignments. • Monitor calls and audit case files daily to ensure target resolution is identified and case is closed at or near the target resolution. • Ensure assigned staff members meet or exceed the standards, results, and responsibilities of their respective positions. • Coach, mentor, and evaluate performance of the assigned team. • Assist in the selection, counseling, and discipline of all staff on the team. • Provide oversight and direction to staff for assigned cases. • Responsible for problem-solving issues and coordinating efforts with internal departments and subject matter experts. • Provide healthcare benefit and claims consultation and support when appropriate to all internal departments. • Routinely evaluate and monitor service calls and case management procedures to recommend any necessary changes to the Operations Manager. • Escalate cases through the appropriate channels.