Manager Medicare Member Services
Capital Blue Cross•Harrisburg, PA
•$83,800 - $157,890•Hybrid
About The Position
This position is responsible for direct oversight of operational and personnel management activities of the Medicare Member Services unit. The Manager will directly lead front-line staff and is responsible for daily performance management. The Manager will also maintain productive and collaborative working relationships with internal and external partners.
Requirements
- Ability to effectively communicate in written and verbal form to varied audiences on both simple and complex issues.
- Ability to coordinate and direct activities of each unit to meet quality and productivity standards.
- Ability to lead, motivate, evaluate, and develop personnel.
- Ability to collaborate cross-functionally and work effectively in a matrix environment.
- Proficient skills with Microsoft Office (Word, PowerPoint, Excel, and SharePoint).
- Knowledge of Managed Care and Medicare Advantage Contracting principles.
- Knowledge of Medicare Program and regulatory processes and requirements surrounding claims processing and appeals & grievance functions.
- Working knowledge of Microsoft Office Suite, including Word, Excel, Project Manager, and Power Point.
- 5 years experience in a call center environment
- 1 year staff, team lead or project lead experience.
Nice To Haves
- Experience managing multi-disciplinary initiatives preferred.
Responsibilities
- Monitor team performance against Key Performance Indicators (KPIs) and develop action plans to maintain/improve performance
- Provide coaching and/or mentoring for front-line staff to ensure performance expectations and regulatory requirements are met
- Perform root cause analysis to Identify trends and top drivers related to member dissatisfaction and develop action plans to reduce member complaints
- Perform research and analysis relative to current or future service functions and present recommendations for process improvements
- Monitor budget vs. actual expense reports each month and contribute to annual budget input process
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- Retirement Plan
- Paid Time Off
- Holidays
- Volunteer time off
- Incentive Plan
- Tuition Reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Manager
