Health Program Manager 2
About The Position
This position is responsible for training, supervising, and assigning tasks to a team of eligibility specialists in our AIDS Drug Assistance Program and our Ryan White Part B program. This position interacts with clients, case managers, enrollment agencies, program sponsors, and pharmacies to address enrollment related issues and is also responsible for producing enrollment related reports and data gathering. This position handles, resolves and takes ownership of internal and external customer problems. Additionally, they provide support to staff who may need to escalate complex cases and concerns. This position must be able to maintain confidentiality and provide quality, non-stigmatizing services to persons living with HIV.
Requirements
- Knowledge of eligibility and enrollment policies
- Knowledge of data security and confidentiality policies
- Knowledge of Continuous Quality Improvement (CQI) and Lean methodologies.
- Basic knowledge of Microsoft Office Suite and G-Suite.
- Knowledge of customer service principles and practices
- Knowledge of call center telephony.
- Skill in oral and written communication.
- Skill in interpersonal relations, as applied to contracts with representatives of other governmental and private organizations, physicians, and the public.
- Skill in listening, including the ability to maintain composure during stressful situations.
- Skill in organization including plan, prioritize and multi-task workflow in a timely manner.
- Skill in attention to detail.
- Skill in supervision and conflict resolution
- Ability to use agency required systems for documenting eligibility requirements.
- Ability to work independently and as a team member
- Ability to resolve customer issues while adhering to agency policies.
- Ability to follow verbal and written instructions.
- Ability to work in a fast paced environment.
- Ability in quality data entry and typing skills
- Ability to delegate tasks, monitor workloads, and address performance concerns.
- Driver’s License
- High School Diploma
- 2 years in customer service/eligibility work or other related field.
Nice To Haves
- Pharmacy knowledge/experience
- Call center experience
Responsibilities
- Manage and direct a team of eligibility specialists (work assignments, setting priorities, hiring, discipline, providing training, approving leave requests, and preparing evaluations)
- Performs all functions related to the enrollment and eligibility process, including use of all agency required systems, ensuring quality service delivery and adherence to agency established.
- Serve as a liaison between case management/enrollment agencies and clients.
- Collect and analyze eligibility data for reporting.
- Professionally handle incoming and return phone calls, providing quality customer service.
- Other duties as assigned as related to the position.
Benefits
- Affordable medical and dental insurance plans
- Paid vacation and sick time
- Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
- 10 paid holidays per year
- Wellness program and plans
- Life insurance
- Short/long-term disability insurance
- Defined retirement plan
- Award winning Infant at Work program
- Credit union membership
- Transit subsidy
- ADHS Student Assistance Pilot Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
