1. JOB DESCRIPTION: Production Support Coordinator
SUPERVISOR: Director Production Support
INCUMBENTs: Jacob Davis - Sean Tracey DATE: 21 May 2015
Community Health AllianceMutualInsuranceCompany(CHA)andConsumers’Choice Health Plan(CCHP)
are nonprofit health insurers called Consumer Oriented and Operated Health Plans(CO-OPs). It is directed
by its customers and is designed to offer affordable, consumer friendly and high quality health insurance
options. In addition to improvingconsumerchoice and healthplanaccountability,italso promotesintegrated
models of care.
POSITION SUMMARY:
The Production Support Coordinator is responsible for the day-to-day coordination of customerservice requests
asthe initial contactforourinternalcustomersrequestingservicesonbehalfofCCHP/CHAmembers.Production
Support Coordinator’s support the Production Support Supervisor and the Director in day-to-day support
operations, tasks and assignments, user training, issue clarification and research, and internal and external
communication. The ProductionSupportCoordinatoris also accountable forassistingthe Supervisorwithservice
metrics,process improvement,ensuring staff complies with allcompany policies,performance management,and
assisting with evaluations.
RESPONSIBILITIES:
1. Provide expertise and customer service support to internal stakeholders (customers),members,
brokers, and/or providers
2. Respond to our customer’s questions and issues in a timely, accurate,and professional manner
that assures a very high level of successfulproblem resolution
3. Mentor and assist with continuing education for user groups on systems, tools, processes, and
changes as needed
4. Work closely with their Supervisor to identify barriers to smooth intradepartmental operations;
develop and implement process improvements and share outcomes with leadership
5. Perform other duties as assigned
6. Establish and participate in a personal health improvement or maintenance plan, with
measurable goals
QUALIFICATIONS:
1. Associates Degree at least 1 year of experience in a leadership role and related customer
service experience, or any combination of education and experience, which would provide an
equivalent background
2. Advance level of proficiency with Microsoft Windows, Office (Word, Excel, Outlook,
PowerPoint), Browser based web applications, and a customer service ticketing system
3. Experience leading personnel towards the attainment of exceptional performance results
4. Excellent communication skills both written and verbal
5. Knowledge of customer support systems and business processes
6. Understanding of support performance metrics and measurements
7. Meet state requirements to legally operate a motor vehicle in the state of residence