Operations Supervisor (SHIBA)

Full Job Description

This recruitment will remain open until April 2, 2026. The agency reserves the right to make a hiring decision at any time after the initial screening date on March 26, 2026. It is in the applicant’s best interest to submit materials as soon as possible.

Make a Difference: Protect Consumers & Join Our Dynamic Team!

The Office of the Insurance Commissioner (OIC) is looking for a skilled and service-minded leader to join us as the Health Insurance Advisor 2: SHIBA Operations Supervisor position. This role is within the Consumer Protection Division and is based out of our Tumwater Office.

We are an employer of choice! Here’s why:

• Meaningful work: Ensure a healthy insurance market & protect Washington consumers.
• Impactful career: Make a daily difference in the lives of countless Washingtonians.
• Small agency, big opportunities: Gain a holistic understanding of our mission and build strong relationships with colleagues.
• Diversity, equity, and inclusion: OIC is committed to ensuring that all employees enjoy a respectful, safe, and supportive working environment - by fostering the inclusion of people from all backgrounds, cultures, and attributes.

About the Position

The Operations Supervisor supports a team that helps Washingtonians understand Medicare, access prescription drug coverage, and resolve issues that affect their care or finances. Your work will ensure consumers receive clear guidance and timely support as they navigate complex insurance systems.

In this role, you will lead day-to-day operations for assigned staff, including hiring, training, coaching, and scheduling.

You will also recruit and supervise SHIBA Open Enrollment support staff, guide process and technology improvements, and coordinate with partner agencies to support complaint resolution and program operations.

A key focus of this position is improving how quickly consumers get the help they need.

You will develop strategies that promote first-call resolution, reduce wait times, and strengthen data capture in STARS, the system used to record client contacts.

You will also oversee the Medicare complaints process, including guidelines for escalated cases, complex situations, fraud referrals, and other high-priority work.

These complaints involve issues consumers experience with Medicare or insurance products, and your team works to guide them, connect them to resources, and support investigations into potential bad-faith practices.

This role is well-suited for someone who values public service, champions customer advocacy, and communicates clearly about complex topics.

This recruitment may be used to establish a qualified pool of candidates for Health Insurance Advisor 2 vacancies in the next sixty days.

This is a Washington General Service position. The monthly salary range for this position is $5,666 - $7,622.

Benefits & Perks

• Comprehensive benefits package: Health, dental, vision, retirement, paid leave (vacation, sick, etc.) and much more!
• Supportive work environment: We value diversity, professional growth, and collaborative atmosphere.
• Wellness programs: Invest in your well-being with on-site resources and initiatives.
• Work-life balance: Flexible schedules with telework opportunities.
• Public service fulfillment: Contribute to a cause that matters and feel the satisfaction of serving the public good.
• Training & Development: Continuously learn and grow with tuition reimbursement, Public Service Loan Forgiveness, and other programs.
• Free parking (Tumwater) & Public transportation pass (Thurston County): Save on commuting costs.
• And more! Explore our website for additional benefits: https://www.insurance.wa.gov

Requirements

The duties of the position include, but are not limited to:

• Lead and support assigned staff.
• Develop and implement guidelines and processes for handling referrals and complaints. Monitor the complaints activities and report performance and outcomes to the SHIBA Operations Manager. Provide technical support for the Complaint Resolution Coordinator.

• Develop business and information technology solutions leading to increased customer satisfaction and integration with other key agency units.

• Develop and implement guidelines and processes for handling complaints, escalated or urgent cases, complex cases, fraud referrals, high-priority referrals, and ‘overflow’ work.
• Support the development and maintenance of efficient internal processes related to the path to certification for volunteer advisors and administration of other policies and procedures outlined in our source documents.

Contact Us: For inquiries about this position and its full duties, please contact us at Recruitment@oic.wa.gov and add the requisition number (2026-01048) and add the job name to the subject line of your email.

If a degree or other credentials are listed, proof will be required prior to employment. University degrees must be recognized by the U.S. Department of Education and the Council for Higher Education Accreditation (CHEA) or foreign equivalent. If a degree was awarded outside the United States, candidates must provide a credential evaluation report.

Ready to join us?

Learn more about the OIC by visiting our website. We encourage you to check out our video below and listen to what our employees have to say about working here!

Cover Letter: Required
Resume: Required

Welcome to the OIC

Submit your application today and take the first step towards a rewarding career at the OIC!

Qualifications

Required Qualifications:
•Eight (8) years of verifiable professional experience* in insurance regulation, healthcare administration, public administration, or a closely-related field involving regulatory compliance and program operations.
•Experience to include two (2) years’ supervisory or lead experience directing professional or technical staff, including hiring, performance evaluation, coaching, employee development, and workflow management.
•Intermediate skills in Microsoft Word, Excel, Outlook, and PowerPoint.

Academic Degree Equivalency Chart

Degree	Years of Relevant Experience Equivalency
Associate’s Degree	2 years of experience
Bachelor’s Degree	4 years of experience
Master’s Degree	5 years of experience

*A degree in business administration, public administration, public health, health administration or related field from an accredited institution whose accreditation is recognized by the U.S. Department of Education or the Council of Higher Education Accreditation, or a foreign equivalent may be substituted for relevant experience. Proof of degree may be required prior to employment. If a degree was awarded outside of the United States, candidates must provide a credential evaluation report



Preferred/Desired Qualifications:
•Knowledge of public healthcare insurance programs, specifically Medicare.
•Knowledge of principles of staff training and competency assessment, strategic communications; community outreach and development in diverse communities; volunteer management, strategic planning, and performance outcomes management.
•Ability to understand governmental health insurance program contracts, rules, and regulations. Manage and organize time and multiple priorities; interact successfully with peers and a variety of stakeholder groups and diverse communities.
•Knowledge and understanding of state and federal laws, rules, and policies to achieve positive and workable outcomes.
•Knowledge of Washington State government organization, administrative procedures, and government functions.
•Ability to understand complex rules and regulations, including RCW’s, WAC’s, collective bargaining agreement (CBA), and OIC policies.

Additional Information

• Wage/salary depends on qualifications or state rules of compensation (if currently a state employee).

State law (RCW 48.02.090[5]) prohibits employees of the OIC from having any interest, directly or indirectly, in an insurance company other than as a policyholder.

This prohibition includes the receipt of renewal commissions. If employment is accepted with this agency, you agree to abide by this state law.

Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.

If claiming veteran status, please send your DD 214 to Recruitment@oic.wa.gov with FE2_2026-01048 in the subject line. Please do not attach the DD 214 to your application materials. Please black out personally identifiable data such as social security numbers.

The Office of Insurance Commissioner is an equal opportunity employer, does not discriminate on the basis of age, sex, marital status, sexual orientation, race, creed, color, national origin, honorably discharged veteran or military status, or the presence of any sensory, mental, or physical disability or the use of a trained service animal by a person with a disability.

Persons requiring reasonable accommodation in the application process or requiring information in an alternative format may contact the recruitment team at Recruitment@oic.wa.gov.

Those with a hearing impairment in need of accommodation are encouraged to contact the Washington Relay Service at 1-800-676-3777 or www.washingtonrelay.com.

If you are having technical difficulties creating, accessing (log in, password or email issues) or completing your application (error messages), please call toll-free at (855) 524-5627.

Contact us: For inquiries about this position, please contact us at Recruitment@oic.wa.gov.