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Highmark Health Supervisor Command Center in Albany, New York

Company :

Highmark Inc.

Job Description :


Responsible for overseeing the Command Center staff to ensure performance is managed across all operational tiers including but not limited to Customer Service, Medical Management and Policy and global sourcing partners to achieve the highest performance at the lowest cost; provide visibility to leadership regarding work inventories.


  • Perform management responsibilities to include, but are not limited to: involved in hiring and termination decisions, coaching and development, rewards and recognition, performance management and staff productivity.Plan, organize, staff, direct and control the day-to-day operations of the department; develop and implement policies and programs as necessary; may have budgetary responsibility and authority.

  • Oversee Command Center staff ensuring questions, problems and requests are appropriately evaluated or triaged, routed to the correct team, and managed to resolution, allowing for higher level analytics to be performed on the nature, root cause, frequency, sequencing, cyclical/seasonality, and other dimensions; monitor inventory levels and processing capabilities.

  • Ensure front-line and technical support personnel including but not limited to Customer Service, Medical Management and Policy, and global sourcing partners are scheduled for activities by the Command Center to ensure work items are processed in a manner that will achieve superior Key Performance Indicator (KPI) scores as indicated by senior leadership.

  • Plans, monitors, and manages a team of real-time coordinators who execute corrective action plans to prevent or recover from business performance issues impacting KPI scores; execute actions to ensure performance metrics reach the highest possible level.

  • Responsible for identifying process and system improvement, business intelligence capability, process maturity, and optimization opportunities and works to coordinate and execute actions to achieve the same. Develop strong working relationships with operational tier management ensuring that inventory, workflow, and performance management tools, techniques, projects and information are visible and utilized in daily decision-making for all work and resource allocations.

  • Other duties as assigned or requested.



  • Four (4) years of workforce management experience in healthcare or insurance or business.

  • Three (3) years of experience with insurance products, principles, industry practices, operational and system processes, quality control techniques, and resource management.

  • Three (3) years of experience communicating with large audiences.


  • Five (5) years of extensive insurance product knowledge with an understanding of Blue Cross Plans or commercial insurers

  • Five (5) years of experience in workforce development and resource management


  • High standard of professional conduct.

  • Excellent business writing skills.

  • Ability to maintain confidential information.

  • Ability to quickly identify and provide recommendations on issues.

  • Excellent team building and professional development skills.

  • Solid negotiation and influencing skills across sales, technical and operational partners.

  • Ability to be effective in a highly matrixed environment.



  • High School diploma/GED.


  • Bachelor's degree



  • None


  • None

Language (Other than English) :


Travel Requirement:

0% - 25%


Position Type

Office- or Remote-based

Teaches / trains others


Travel from the office to various work sites or from site-to-site


Works primarily out-of-the office selling products/services (sales employees)


Physical work site required


Lifting: up to 10 pounds


Lifting: 10 to 25 pounds


Lifting: 25 to 50 pounds


Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement : This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:


Pay Range Maximum:


Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

EEO is The Law

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity ( )

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Req ID: J237219