Supervisor Operations Lead Job:
Blue Cross and Blue Shield of Minnesota

Blue Cross and Blue Shield of Minnesota
Eagan Minnesota

About Blue Cross


For more than 80 years, Blue Cross and Blue Shield of Minnesota has been passionate about improving health. We’ve been guided by our Mission of making a healthy difference in people’s lives and have earned a reputation for innovation and service. Going forward we are committed to extending our reach outside of Minnesota and broadening our impact beyond our core health insurance business. Our Vision of being a national leader in consumer health will be driven by our new enterprise brand, Stella, and a strategy that spans a portfolio of diversified businesses and brands, including BCBSMN, to add value to consumers throughout their healthcare journey. We are dedicated to building on our legacy of leadership in Minnesota and expanding our platform to make a healthy difference in people’s lives.


We offer our employees a comprehensive benefits, compensation and total rewards package to keep you and your family healthy and to secure your financial future. Our Employee Resource Groups help us advance health equity while promoting a diverse and inclusive work environment. Join us and make a healthy difference in people’s lives through the work you do every day. Together, we’ll make the healthcare experience better for everyone!

Description Summary

This position is responsible for meeting and/or exceeding employee and customer expectations by providing quality service through effective leadership and management for those responsible for claims adjudication, customer service/consumer experience via the Contact Center, data entry and documentation preparation via the Incoming Service Center and enrollment via Membership Operations. The lead supervisor is the primary contact for coordinating and managing department decisions, system issues and employee concerns in the absence of a manager or director. This position is also responsible for maintaining an engaged and productive staff by coaching, motivating, providing support, direction and developing employees to maximize their full potential. This position will have up to 18-25 direct reports


  1. Serves as the primary contact for employee, system or customer issues in the absence of a manager or director.

  2. Assesses department issues and recommends solutions; collaborates with other areas to implement process improvements; plans, develops and implements process improvement, department initiatives and objectives, cost containment programs and effective work flows and procedures.

  3. Supervises the department including interviewing and hiring employees following required EEO and Affirmative Action guidelines and ensuring employees receive the proper training. Conducts performance evaluation, and is responsible for managing employees, including skill and career development, policy administration, coaching on performance management and behavior, employee relations and cost control.

  4. Supervises the allocation of resources, including staff and technology to ensure goals of the respective Operations department are met; partners with various departments within the company as well as external customers to develop and maintain a positive working relationship.

  5. Promotes teamwork to effectively achieve customer satisfaction, department specific performance goals and metrics.

  6. Evaluates and standardizes procedures to improve a working relationship with employees to ensure a positive working environment; represent the division in various work groups.

  7. Prepares composite reports and identifies trends and communicates recommendations through analysis of data; ensures compliance with all applicable regulatory, legislative or contract specific requirements.

  8. Analyzes customer complaints and/or audit results to determine work flow changes and/or training issues within the unit.

  9. Effectively interact with team members that have diverse backgrounds and temperaments while demonstrating a genuine interest in team members, maintaining open lines of communication with team members and being an advocate for team members.

  10. Coaches team members on their performance on a regular basis; write, delivers bi-annual performance appraisal reviews; communicates positive as well as negative/constructive feedback adapting coaching styles depending on the situation and the audience providing feedback that is specific, constructive and encouraging all team members in incremental performance improvement.

  11. Consistently monitors team to proactively identify potential problems and with guidance ensures appropriate parties are engaged through to resolution.

  12. Develops relationships within the supporting business units to help resolve issues related to team members (e.g., Human Resources, Workforce Management, Quality, etc).

  13. Through coaching, ensures employee metrics are achieved; able to take end-to-end ownership of employee issues that require liaison with others; use and promote company recognition programs and understand the direct correlation between recognition and retention; meet or exceed deadlines for reporting.

  14. Demonstrates skills at analyzing trends and assist in creating action plans that determine a solution; demonstrates teamwork by supporting and assisting other Supervisors as necessary.

  15. Demonstrates the BCBSMN culture through both behavior and attitude; effectively use business standard orally and written communication skills on a daily basis; partners with sales staff and external clients to develop and maintain a dynamic business relationship for new and renewing accounts.


  • Bachelor's degree and 3 years related experience or at least 7 years of related experience in lieu of degree.

  • 5 years experience in healthcare, insurance or other service industry.

  • Modeling the way by setting positive examples of behavior and attitude for program level activities.

  • Proven time management skills.

  • Excellent customer service and support skills.

  • Strong interpersonal skills and experience building relationships.

  • Ability to organize and plan work assignments and successfully implement procedures.

  • Able to work well under pressure; exhibit professional demeanor.

  • Strong written, oral and listening communication skills to include presentation skills.

  • Experience with providing and receiving coaching and feedback.

  • Able to encourage, motivate and provide recognition.

  • Must have proficiency with various software applications, programs including email messaging applications, Microsoft Word and excel.

  • Strong analytical and problem solving skills with the ability to make independent decisions.

  • Work hours are based on business need.

Preferred Requirements

  • Possess the ability to drive and lead a positive change.

  • Ability to motivate and excel with in a team environment, while promoting and recognizing individual accountabilities.

  • Demonstrates the ability to provide work direction as well as collaborating with others to ensure success within the claims division.

  • Experience in a Claims, Contact Center, Membership, Benefits Management and/or Incoming Service Center leadership and management role.

FLSA Status


Make a difference


Thank you for your interest in Blue Cross. Be part of a company that lets you be you — and make a healthy difference in people’s lives every day


Blue Cross is an Equal Opportunity and Affirmative Action employer that values diversity. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on race, color, creed, religion, sex, national origin, genetic information, marital status, status with regard to public assistance, disability, age, veteran status, sexual orientation, gender identity, or any other legally protected characteristic.

Basic Qualifications