Care Advocate Manager

UHS•McAllen, TX

67d

About The Position

Prominence Health is a value-based care organization bridging the gap between affiliated health systems and independent providers, building trust and collaboration between the two. Prominence Health creates value for populations and providers to strengthen integrated partnership, advance market opportunities, and improve outcomes for our patients and members. Founded in 1993, Prominence Health started as a health maintenance organization (HMO) and was acquired by a subsidiary of Universal Health Services, Inc. (UHS) in 2014. Prominence Health serves members, physicians, and health systems across Medicare, Medicare Advantage, Accountable Care Organizations, and commercial payer partnerships. Prominence Health is committed to transforming healthcare delivery by improving health outcomes while controlling costs and enhancing the patient experience. Job Summary: The Call Center Manager will lead and develop a high-performance, call center management team and workforce. Will foster a culture of accountability, emphasizing people and performance management, coaching and development, and employee engagement. Skilled in contact center and long-term development execution. Will surpass KPI benchmarks while incorporating member and provider feedback. Incorporate data-driven decision requests and planning, including staffing projections, technology, and operational changes. Will cultivate across the organization partnerships through clear communication and transparency. Through the balance of people, technical know-how, and strategic skills will grow the membership and integrate our systems.

Requirements

Bachelor's degree or equivalent experience.
At least five years of experience in call center customer service with proven ability to de-escalate situations and provide resolution to customer issues.
Management experience including hiring, firing, employee coaching and training.
An unwavering positivity and compassion for our members.
Strong leadership skills and practice including role clarity, clear communication, honesty, accountability of yourself and your team and a track record of having difficult conversations with positive results.
A strong foundation of customer service skills including empathy, active listening, resourcefulness in problem solving and teamwork.
Expertise in software implementations, technology adoption and the understanding of which tools work best to meet the needs of the organization.
Flexibility to meet the changing demands of the business that may require night and weekend work.
The appetite for growth, learning and working in a fast-paced, challenging environment.
An understanding of medical and health care terms.
Knowledge of State and Federal regulations as they pertain to the health insurance industry.
Excellent verbal and written communication skills as well as public speaking and training abilities and experience.
Ability to effectively communicate in English, both verbally and in writing.
Knowledge of various computer systems including all Microsoft Office systems, Outlook, Workforce Management and budgetary, time and attendance software systems.
Strong processes improvement skills necessary to drive operational efficiency.
Knows how to optimize teams, roles and technology.
Understands how to separate and combine tasks into efficient work flow
Data analytics, visualizations and creating an understandable narrative from complex data sets.
Finds and establishes internal operating relationships
Ability to distill complex process into simple work flows and eliminate redundancies

Nice To Haves

Previous call center management experience preferred.
Previous experience reviewing and analyzing statistical data to identify trends as well as potential problems/opportunities for improved service quality.

Responsibilities

Lead and develop a high-performance, call center management team and workforce.
Foster a culture of accountability, emphasizing people and performance management, coaching and development, and employee engagement.
Surpass KPI benchmarks while incorporating member and provider feedback.
Incorporate data-driven decision requests and planning, including staffing projections, technology, and operational changes.
Cultivate across the organization partnerships through clear communication and transparency.
Grow the membership and integrate our systems through the balance of people, technical know-how, and strategic skills.