Member Services Manager/Supervisor Position Available

Liberty Health Advantage

 

Member Services Manager/Supervisor

 

Position Summary

 

This position is responsible for the supervision, evaluation, and development of a team of member services representatives within the Member Services Department.

The Supervisor reports to the VP of Operations.  The Supervisor is responsible for ensuring that the staff follows all policies and procedures in order to meet corporate goals.  This includes coordinating the orientation for all new staff, ongoing quality improvement initiatives, tracking and trending call center performance metrics, reporting and analysis and implementation of continuous improvement processes in an ever changing manage care environment.

The position of Supervisor is responsible for overseeing all team activities associated with member services, including phones, systems, complex communications and problem solving.  Responsibilities include assisting management staff in monitoring overall program effectiveness and providing support to the VP.  This entails a responsibility to ensure all goals are met for Member Services including metrics, customer satisfaction resolution of member complaints and grievances in a timely manner that meets regulatory guidelines and ensuring overall success of the program.

 

Position Accountabilities and Performance Criteria

·  Direct and supervise all shifts activities including all staff in the department.

·  Analysis of all processes on an ongoing basis to determine their effectiveness, eliminate inefficiencies and make changes to improve on any deficiencies.

·  Assist the VP with determining reporting needs and developing methodologies to report all types of issues and trends to internal and external regulatory agencies as required

·  Responsible for ensuring high level customer service through continuous evaluation of quality of scores as they relate to corporate customer service standards, provide ongoing education and training to improve scores.

·  Responsible for assisting the VP with determining staffing needs, coordinating interview, hiring, overseeing and coordinating new and ongoing training for all staff.

·  Intervenes in complex cases that require management level intervention, dealing with irate or difficult members or providers.

·  Maintains complete and accurate statistics and reports to the VP on a monthly basis for analysis.

·  Monitors staffing levels on a daily basis, assigns duties and delegates responsibilities as appropriate, to achieve program objectives, customer service goals and corporate goals.

·  Establish communication links and meetings with other areas of the corporation to improve processes and service throughout all areas.

·  Hold team communication links and meetings with other areas of the corporation to improve processes and service throughout all areas.

·  Hold team meetings on a routine schedule to disseminate information, determine and resolve staff issues and provide direction to staff.

·  Address and resolve issues with all other departments in the corporation.

·  Identifying training needs and orchestrating in servicing for all staff on an ongoing basis.

 

Position Qualifications

Skills, Knowledge, Abilities

·  Must possess exceptional writing, communication and analytical skills with the ability to motivate staff in a “team” oriented unit.

·  Ability to work in a dynamic environment and prioritize multiple projects.

·  Ability to maintain a calm and professional demeanor during challenging customer interactions

·  Ability to develop training programs, train staff and management their performance including any corrective actions required

 

Minimum Education

 

·  College degree preferred but minimum Associates degree.

·  5-7 years supervisory or management experience in Member or Customer Services in a health care environment or Call Center

·  Knowledge of Medicaid and Medicare regulations is preferred