[Hiring] Manager, Member Services @Versant Health

Role Description

The Manager, Member Services provides support to Member Service Operational Teams to ensure internal and external service and quality objectives are achieved. This position supervises daily operations for maximum efficiency and cost effectiveness.

Essential Functions

• Manage the Member Service team including selection, training and development, coaching, counseling, and performance management.
• Conduct effective resource planning to maximize the productivity of resources.
• Implement quality programs that align with organizational objectives.
• Partner with Director of Operations to meet established goals and develop strategies to ensure the highest level of performance.
• Analyze KPI performance and ensure objectives are met.
• Ensure continuous process improvements for service levels, cost reduction, and quality.
• Identify training needs, provide support for ongoing training, and measure results.
• Ensure Supervisor is managing day-to-day MSR operations essential to daily schedule adherence and system protocols.
• Provide continuous education on benefits, answering questions and providing problem resolution.
• Participate in research, implementation, and testing of new technology to enhance call center efficiency.
• Adhere to all federal, state, and local regulations, company policies and procedures, privacy and confidentiality (i.e. HIPAA), and instructions.
• Participate in training and educational activities necessary to fulfill at least the minimum requirements as specified within your departmental goals.
• Perform other duties as assigned.

Qualifications

• Bachelor's Degree (or equivalent combination of education and experience).
• 3+ years of experience in a call center environment required.
• Management experience in a call center environment required.
• Experience with Call Center telephony software required.
• Proficiency with Microsoft Office Suite required.
• Experience in a healthcare, insurance, and/or account management work environment preferred.

Competencies

• Cultivate Strong People: Field the best employees and leverage their full capacity.
• Create a Thriving Environment: Develop conditions that bring out the best in people.
• Set Clear Direction: Know and articulate what’s required, resulting in a shared understanding.
• Optimize Resources: Effectively allocate assets in an efficient and prioritized manner.
• Enable Solutions: Deftly navigate challenges and circumstances.
• Deliver Results: Consistently realize planned outcomes and meet expectations.

Essential Responsibilities related to Physical Demands/Work Environment

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• While performing the duties of this job, the associate is required to stand, use hands and fingers to handle, feel, pick or pinch, and talk or hear most of the time.
• The associate is occasionally required to stand, walk, and reach with hands and arms.
• The associate must frequently lift and/or move up to 20 pounds.
• The noise level in this location is moderate (use of computers, printers, and machines).
• Ability and willingness to travel as required.

HIPAA & Security Requirements

All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures.

• Associates may have access to covered information, cardholder data, or other confidential customer information which must be protected at all times.
• Associates must explicitly adhere to all data security guidelines established within the Company’s Privacy & Security Training Program.

Benefits

• Health and dental insurance.
• Tuition reimbursements.
• 401(k) with company match.
• Pet insurance.
• FREE vision insurance for you and your family.