Member Services Manager

The Company

At Connected Care, our vision is to become the most trusted and innovative healthcare partner. Our mission is to transform healthcare by inspiring excellence, connecting people and empowering one another through compassion. We are a care delivery organization that provides clinical, administrative, and operational services to independent physician practice associations, accountable care organizations, medical groups and health insurance plans including Medicare Advantage health plans.

Position Description
The Manager of Member Care Services leads the staff that have direct contact with members and provider organizations. The role is responsible for executing the vision of a data-enabled concierge service model that anticipates and overdelivers on the expectations of its members. This role requires a deep passion for perfection and continual improvement through collaboration with administrative, technology and analytical teams. The manager will help identify, create, codify and iterate on processes that ensure a uniform and exceptional experiences for our members. The Manager will lead by example and effectively coach, develop, and empower a high performing team of member advocates and care delivery staff. The Manager will synthesize the key elements that determine the Health Plan’s Star Rating into an operating model that leverages technology, visual management, and quality assurance. The Manager will continually seek to strive to perfect, maintain and improve Contact Center operations through careful oversight of the workforce management activities for both our internal and external contact center operations, bringing the different parts together to manage the enterprise performance.

Essential Duties and Responsibilities:

• Manages the call center’s team of agents
• Remains available at all times for agents’ questions and concerns
• Provides coaching and assistance to call center agents on an ongoing basics
• Analyzes call data and develops strategies to improve call flow and process
• Works collaboratively with the Member Services Supervisor to ensure smooth daily operations
• Oversee and ensure conflict resolution between agents and costumers
• Presents department metrics and strategies for improvement to leadership team
• Oversees training of new call center agents
• Ensure that all employees follow the company’s best practices for call center management and operation
• Runs regular staff meetings with the call agent team
• Keeps up with industry news and relays information to call center leadership team and staff
• Trains call agents on new computer or telephone equipment as well as new products and services offered by the company.
• Communicates any company policy and procedure changes to Member Services agents
• Monitors, measures, and plans activities to steward contact center resources and systems
• Maintains and improves contact center operations through careful oversight of workforce management activities

Required Knowledge, Skills and Abilities
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Must have excellent leadership and management skills

• Must have superior written and verbal communication skills
• Should have excellent problem solving and negotiation skills
• Must have good math skills
• Must possess excellent keyboarding skills
• Must have strong computer skills and knowledge of basic telephone technology
• Knowledgeable of the company’s particular computer and telephone system
• Good organizational skills and attention to detail are essential
• Must have good interpersonal and active listening skills
• Exceptional customer service skills are a must
• Must have strong analytical skills

Education and Experience

• Associates degree in Business, Management, Public Relations or a computer-related field or equivalent Call Center management experience
• Bachelor’s degree in Management or Business preferred
• 3 years’ Experience as a call center Manager preferred
• Experience with advanced computer and telephone equipment and software relevant to the industry

Work Environment

• Time is spent in front of a computer screen using a keyboard, mouse and hands-free headset.
• Time is spent primarily talking to employees and organizational leadership
• Must be able to calmly handle angry and unhappy customers when calls are escalated to a supervisor.
• Must be able to work in high pressure, stressful situations.

Confidential Data

All information (written, verbal, electronic, etc.) that an employee encounters while working at CCRI is considered confidential. Exposed to and required to deal with highly confidential and sensitive material and must adhere to corporate compliance policy, department guidelines/policies and all applicable laws and regulations at all times.

Equal Opportunity Employer

CCRI is an equal opportunity employer that is committed to diversity and values how we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Work environment:

• Call center

Communication method(s) used:

• Phone
• Email
• In person