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Customer Service Supervisor at WPS Health Solutions

Posted in Other 30+ days ago.

Location: Phoenix, Arizona

Job Description:


Who We Are

WPS Health Solutions is a leading not-for-profit health insurer in Wisconsin. Our services offer health insurance plans for individuals, families, seniors, and group plans for small to large businesses. We process claims and provide customer service support for beneficiaries of the Medicare program and manage benefits for millions of active-duty and retired military personnel across the U.S. and abroad. In 2021, WPS Health Solutions celebrates 75 years of making health insurance easier for those we serve. Proud to be military and veteran ready.

Our Culture

WPS' Performance-Based Culture is where the great work and innovations of our people are seen, fueled, and rewarded. We accomplish this by creating an inclusive, empowering employee experience, focusing on People, Work, and Conditions. This results in people bringing their authentic selves to work every day in an organization that successfully adapts to business changes and new opportunities. We are guided by our Purpose: Together, making health care easier for the people we serve.

In 2021, WPS Health Solutions was recognized for several awards including:

Role Snapshot

The Customer Service Supervisor is responsible for exemplifying and leading team in four core values of WPS - Mutual Respect, Customer Focused, Individual Responsibility, and Driven and Passionate. This position will recruit, develop, engage and retain high-performing talent to meet current and future organizational needs. This includes communicating and coaching effectively, managing performance of individuals and team effectively to increase depth and flexibility of both. Additional details:

  • Manage inventory to meet cycle times and standards for TRICARE Overseas Contract.

  • Represent overseas management with customer contacts including partners, DHA, congress, area and regional offices, collections contacts, military treatment facilities, providers, beneficiaries, and judge advocate general offices.

  • Develop and execute employee engagement and achievement plans and develop employees by focusing on competencies and individual performance.

  • Ensure operational tasks are completed by developing schedules, assigning, and monitoring work, gathering resources, and implementing productivity and quality standards.

  • Control expenses by monitoring variances to budget and identifying opportunities for efficiency.

  • Generate ideas for operating efficiencies.

  • Work and/or delegate escalated projects from Defense Health Agency (DHA), our Prime Contractor or other internal/external departments.

  • Complete all required government reporting.

  • Perform work instruction review.

How do I know this opportunity is right for me? If you:

  • Are a humble leader who encourages team members and helps them continuously grow.

  • Know how to tackle tough problems and come up with solutions that work.

  • Enjoy a fast-paced work environment.

  • Process improvement minded and always looking for ways to create efficiencies.

  • Are proficient in use of MS Office, especially MS Word and MS Excel.

What will I gain from this role?

  • Supervising a team of dedicated and knowledgeable staff.

  • A understand of how health care claims are processed in other countries.

  • Understanding the cultural differences when working with providers in various countries.

  • Experience working in an environment that serves our Nation's military, veterans, Guard and Reserves and Medicare beneficiaries

  • Continuous performance feedback

Minimum Qualifications

  • COVID-19 vaccination or WPS approval for an accommodation.

  • S. citizenship is required for this position due to Department of Defense restrictions.

  • Bachelor's degree in related field or equivalent post high school and/or related work experience.

  • 1 or more years of related work and/or leadership experience.

Preferred Qualifications

  • Leadership and staff development experience

  • Intermediate knowledge of MS Excel

  • Experience using a WFO tool

  • Overseas government contract experience


  • Remote and hybrid work options available

  • Performance bonus and/or merit increase opportunities

  • 401(k) with dollar-per-dollar match up to 6% of salary (100% vested immediately)

  • Competitive paid time off

  • Health, dental insurance, Teladoc starts DAY 1

  • Review additional benefits here

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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