Premise Health is Different on Purpose

Premise Health serves large organizations and their people with exceptional healthcare. The result? Better experiences, better health, and better value, all while helping organizations lower their healthcare costs. 

Premise's mission is to help people get, stay, and be well. Come join us and see for yourself why amazing health starts with amazing healthcare. For more information, visit www.jobs.premisehealth.com. 

The Member Services Supervisor is responsible for operating the corporate support center, which includes leading and developing support center staff. This role answers member inquiries, schedules member appointments, resolves member issues, conducts quarterly audits and distributes routine activity reports.

This is a full time, remote Member Services Supervisor role.

What You'll Do

•Determines Member Services operational strategies by conducting needs assessments, performance reviews, and capacity planning.

•Answers both member and Member Services staff inquiries by clarifying desired information, researching, locating, and providing information.

•Oversees member scheduling based on client specific services.

•Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; and escalating unresolved problems.

•Trains new Member Services staff in a positive, instructional manner ensuring understanding of department processes and procedures.

•Conducts quality audits on support center coordinator calls and provides feedback and appropriate training as necessary.

•Pulls data from the business management system to provide monthly feedback on progress to team members.

•Acts as subject matter expert to answer questions regarding all client information and directing support center coordinators to proper solutions.

•Manages triage calls to medical personnel when member need is beyond scope of practice.

•Receives incoming calls and places outbound calls to members as needed.

•Provides weekly reports to management consisting of key performance indicators such as call volume, average speed of answer, average hold time, and percentage of abandoned calls.

•Coaches, develops, and mentors direct reports with an emphasis on building career paths for professional growth.

•Administers progressive discipline, including corrective action, when necessary, to ensure high levels of job performance and compliance with company policy.

•Conducts formal performance appraisals for all direct reports and develops action plans for continued development and performance improvement.

•Partners with the recruitment team to effectively recruit, screen, and hire direct reports.

•Manages payroll activities for direct reports to include timekeeping, approval for time off requests, and other administrative functions.

What You'll Bring

•Bachelor’s degree or equivalent work experience

•High School Diploma or GED

•At least 2 years in call center setting

•At least 1 year management experience preferred

•Customer service experience preferred

•Prior experience with using electronic medical record a plus

•Experience working in a multi-cultural setting

•Computer savvy

•Communication skills, such as reflecting, active listening, and paraphrasing

•Highly enthusiastic and confident communication style capable of motivating others

•Strong verbal and written communication skills

•Proficient in handling multiple tasks

•Capability to respond and act with good judgement

•Strong interpersonal skills

•Service-oriented and customer-oriented with ability to build trust and provide respect

•Friendly, approachable, professional demeanor with energy and enthusiasm

•Communicates effectively with others, respects diverse opinions and styles, and acknowledges the assistance and contributions of others

•Ability to work both independently and as a team member

Work-life balance is at the foundation of how decisions are made and where Premise is headed. We can only help people get, stay, and be well if we do the same for ourselves. In addition to competitive pay, Premise offers full-time team members benefits including medical, dental, vision, life and disability insurance, a 401(k) program with company match, paid holidays and vacation time, a company-sponsored wellness program, EAP, access to virtual primary care and virtual behavioral health at no cost for team members and their dependents. Additional benefits can be viewed here: https://jobs.premisehealth.com/benefits.

Premise is an equal opportunity employer; we value inclusion and do not discriminate based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy and related conditions), gender identity or expression, sexual orientation, age, physical or mental disability, genetic information, past, current or prospective service in the uniformed services, or any other characteristic protected under applicable federal, state, or local law.

Premise provides its reasonable and genuinely expected range of compensation for this job of $42,000.00 - $56,000.00 annually. A number of factors will influence the rate offered for this position, including your experience, qualifications, geographic location, and other factors. 

For individuals living in Washington or Colorado: Premise offers the following paid time off benefits. Employees will be included in the company's Open Time Off plan and will receive 10 paid holidays or an equivalent bank of hours aligned to schedule throughout the calendar year. Paid sick leave is satisfied by the paid time off accrual, detailed above. 

This posting is anticipated to close within 90 days of 01/12/2026.

Should you have questions regarding this job posting, please contact askhr@premisehealth.com.