MICA remains committed to creating an inclusive environment that values and respects the diverse talents, skills, and backgrounds of everyone. We celebrate both our differences and our similarities as we focus on service to our members and foster shared opportunities in furtherance of MICA's mission.
MICA features a challenging and professional work environment characterized by open communication, business casual working attire and flexible work schedules. We always welcome inquiries regarding employment opportunities with the company.
We offer a competitive compensation package and a comprehensive benefits program that supplements our pro-active employee focus. We also support professional growth opportunities to ensure employees are equipped with the knowledge, skills and abilities to provide exemplary client service.
Role Overview:
The Customer Service Supervisor leads a team of Customer Service Representatives responsible for providing responsive, accurate, and high-quality support to policyholders, brokers, and internal partners. In addition to day-to-day team management, this position supports process improvement, system data integrity, and the capture and maintenance of critical underwriting information. The Supervisor supports a service culture that values accountability, integrity, and excellence, aligning operational practices with MICA’s broader business goals.
Key Accountabilities:
|
Accountability: |
Measured by: |
|---|---|
|
Team Development and Performance |
Demonstrated growth and engagement of team members; completion of performance reviews and development plans; effective delegation and cross-training. |
|
Compliance and Data Integrity |
Proper documentation and reporting of underwriting and policyholder data; adherence to company and regulatory requirements; successful internal audits. |
|
Customer Service Standards & Quality |
Feedback from internal & external customers; resolution of escalations; adherence to service-level expectation (e.g. response times, call queue performance, volume management). |
|
Leadership and Accountability |
Meeting department goals and deadlines; contribution towards Underwriting operational objectives; demonstration of initiative in role execution. |
Responsibilities:
Operational Leadership
- Supervises the Customer Service team, providing coaching, performance feedback, and support towards individual and team goals. Manages call queues, CSR availability, workload distribution, and daily task prioritization to ensure timely and consistent service delivery.
- Monitors and analyzes service metrics (e.g., call volume trends, turnaround times) and adjusts staffing and workflow strategies accordingly.
- Implements and updates operational policies, procedures, and documentation to maintain consistency and regulatory compliance.
- Coordinate closely with the Director or Underwriting Operations on departmental planning and improvement initiatives.
Underwriting Support
- Maintains up-to-date knowledge of the rating programs available to applicants and policyholders in all states where MICA and MICA RRG operate.
- Support the implementation of improved data collection methods and reporting dashboards to enhance visibility into service performance and policy information accuracy. Participates in developing the Underwriting department goals.
Customer Experience and Service Delivery
- Collaborates with Underwriting management to monitor service quality, resolve escalations, and enhance the overall experience for policyholders, brokers, and internal partners.
- Identifies opportunities to improve service workflows and tools in support of underwriting effectiveness.
- Collaborate with Claims Customer Service leadership to share best practices and align service standards, in support of unified administrative excellence across departments.
- Oversees website credentialing access by CVO vendors.
- Oversees the processing of credentialing and claims verification requests by the Customer Service team.
- Conducts quarterly audits of policy transactions and works with the underwriting team to resolve errors.
- Manages various surveys, questionnaires, and assessments.
- Manages the communication of Risk Management and Obstetrical Care discount programs to eligible insureds.
- Conducts training of team members in response to new system implementations and customer service modules. Evaluates employee performance and provides support for their development.
Minimum Requirements:
- Minimum of 3 years of management experience in insurance operations and/or customer service operations.
- The ability to positively motivate and challenge employees.
- Experience working with both direct and broker distribution models.
- Excellent communication, interpersonal, and relationship-building skills.
- Proven analytical, problem-solving, and decision-making abilities.
- Attention to detail and ability to prioritize tasks with a results-oriented approach.
- Proficient in Microsoft Office, with an emphasis on Excel and Word, as well as other insurance software and technology tools.
- Advanced degree or professional certifications preferred.
(If the Apply Now button does not work, please email your resume to HR@mica-insurance.com.)
- Medical, Dental, and Vision Insurance
- Flexible Spending Accounts
- Basic Employee Life Insurance - paid 100% by MICA
- Optional Life Insurance
- Personal Accident Insurance
- Short- and Long-term Disability
- Self-directed 401(k) with a generous company matching program
- Defined benefit retirement plan
- Paid vacations and holidays
- Tuition Reimbursement for approved educational courses
- Employee Assistance Program
- Relocation Assistance for certain positions
- Insurance coverage is offered for employees, family members, and partners.
Bring your talents to MICA. We recognize that the best-qualified individuals, contributing their ideas and expertise, will enable us to continue our successful support of the healthcare community.
Disclaimer: The benefits identified herein and the eligibility of employees, family members, and partners are governed by the applicable plans. The company, in its sole discretion, and in accordance with applicable law, reserves the right to change and/or delete any or all of the above-listed benefits at any time.
This link leads to the machine-readable files that are made available in response to the federal Transparency in Coverage Rule and includes negotiated service rates and out-of-network allowed amounts between health plans and healthcare providers. The machine-readable files are formatted to allow researchers, regulators, and application developers to access and analyze data more easily.
NOTE to employment agencies and search firms: Please do not forward resumes to this website. Your company's literature may be sent to MICA at HR@mica-insurance.com. MICA will not be responsible for any fees arising from the use of resumes received through this site.
Note to applicants and employment agencies: General letters of intent without a detailed resume will not be considered. MICA will also not consider unsolicited letters of intent with or without resumes.
MICA is an Equal Opportunity Employer.