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CNO Financial Group Supervisor, Operations-Remote in Central or Eastern Time Zone in United States

CNO’s worksite division, Optavise, is seeking a Supervisor, Operations to provide guidance and the oversite of the Scheduler Team by ensuring members receive timely service and accurate information that exceed expectations. The individual will ensure oversight and support to call flow queues and will be the first point of contact to assist and resolve escalations.

This is your opportunity to influence, educate and connect the team. You will monitor results of individuals and be the first point of contact when schedulers have questions. The Supervisor is expected to ensure the day-to-day operational activities run smoothly.

As a Supervisor, Operations, your responsibilities will include:

  • Set performance goals, monitor work, and evaluate results of the overall Operations team. Collaborate with other Supervisors and leadership to manage, review and asses the overall team workload; adjust accordingly based on business and client goals.

  • Provide direct supervision, training, and development to a set of direct reports, including preparing and performing performance reviews, development and learning plans, and mentorship in alignment with corporate policy.

  • Lead job-specific onboarding activities for new hires.

  • Manage, review and asses the workload by assigning incoming requests - reassigning work to team based on volume, scope & etc.

  • Review and audit member-support system, ensuring team members are providing members with accurate help/guidance/actions with regards to their employer-sponsored benefit program(s).

  • Make recommendations to enhance customer service, process improvement, HIPPA protocol.

  • Manage scheduling and supervises call center queues to ensure proper staffing to maintain metrics.

  • Perform quality audits and takes action to ensure compliance with expectations and Standard Operating Procedures.

  • Collaborate with internal colleagues to assist and/or transfer, based on need.

  • Create and develop effective work relationships with supervised staff to motivate, coach and retain staff.

  • Work with Advocacy & Transparency leaders to execute on client strategies; collaborate with other A&T Supervisors and other internal stakeholders to deliver on best practices and enhance operations efficiency.

The Supervisor, Operations position is well-suited for you if you:

  • Keep assigned group(s) motivated and maintain focus toward meeting performance targets.

  • Provide guidance and education to the Advocates to resolve cases and identify solutions.

  • Ability to lead a team of people (direct and indirect reports).

  • Exhibit a professional and consultative demeanor with members, brokers, employers, and customers of all types.

  • Maintain a positive attitude in the face of challenging or difficult situations. Ability to learn and proficiently use internal systems that support the role.

  • Consistently deliver exceptional customer service.

  • Ensure team members have the knowledge and tools to successfully execute their jobs.

  • Review and resolve escalated issues for members in a timely manner. When necessary, use problem-solving techniques to identify issues, root causes and possible solutions.

Qualified candidates will have:

  • Bachelor’s degree in a related field required, or equivalent. Requisite experience will be considered in place of a degree if applicable.

  • Minimum of five years’ experience in health insurance, benefits, a provider setting, or other similar environment.

  • Good leadership skills.

  • Must be comfortable with change and leading change with a willingness to grow as a leader within the company. Ability to foster a team-oriented environment and communicate effectively.

  • Ability to effectively write and orally communicate professionally.

  • Responsive and have the ability to meet deadlines.

  • Ability to read, analyze, and interpret insurance plan documents.

At this time, CNO is not mandating its associates to be vaccinated against COVID-19 as a condition of employment. However, this is an evolving situation, in the future CNO may require its associates to be vaccinated as a condition of employment, subject to reasonable accommodations required by applicable law.

CNO Financial Group offices reopened in April 2022, and we will be pursuing a hybrid working model. Associates who live within a 60-mile radius of a corporate office (Birmingham, Carmel, Chicago, Philadelphia, Orlando, and Milwaukee) will have access to come into that Office up to 2 days/week, and work from home at least 3 days/week. This role is full time work from home (WFH), also known as Remote. This role can be performed from any US based location within the central or eastern time zone. Work cannot be performed from outside of the United States.

CNO provides life and health insurance, annuities, financial services, and workforce benefits solutions through our family of brands and supported by our associates and agents. Our customers work hard to save for the future, and we help protect their health, income and retirement needs with 3.2 million policies and more than $35 billion in total assets. Our 3,400 associates, 8,600 exclusive agents and independent partner agents guide individuals, families, and businesses through a lifetime of financial decisions.

We are financially strong and well positioned for continued growth, and we are grounded in our core values of Diversity, Equity & Inclusion (DE&I), Integrity, Customer Focus, Excellence, and Teamwork. We have offices in more than 260 communities in the U.S., including our headquarters in Carmel, Indiana, and corporate offices in Birmingham, Chicago, Philadelphia, Orlando and Milwaukee.

At CNO Financial Group, we’re always looking forward—to the security and stability we help create for our insurance brands’ customers, and the growth we create within our own company. We're looking for ambitious people who want to do more. We'll provide you with opportunities to grow your skills through challenging professional experiences.

If you're looking for a culture that encourages development, helps you reach your potential, and rewards you for your contribution, then CNO Financial Group is right for you. For more information, visit CNOinc.com.

ReqID: POS-20220

Category: Operations

Job Type: Full-Time

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