Manager, Member Services - Indiana

CareSource • Indianapolis, IN

5d • $83,000 - $132,800 • Onsite

About The Position

The Manager, Member Services serves as the primary point person ensuring that business operations – including Enrollment, Call Center, Grievance and Appeals, and others, are working effectively to provide a high quality customer experience while meeting the requirements of the state contract.

Requirements

• Bachelor of Science/Arts in a Business related field or equivalent years of relevant work experience is required
• A minimum of three (3) years of health insurance, healthcare and/or managed care experience is required
• Previous leadership experience is required
• Proficiency in Microsoft Word, Excel, PowerPoint and Visio
• Strong data analysis and trending skills
• Strong team and staff development skills
• Strong collaboration and conflict resolution skill sets
• Proven leadership with the ability to build relationships/collaborate and influence at all levels
• Strong process and analytical skills with the ability to articulate and define outcome measures that capture key performance metrics
• Ability to work in a fast-paced environment
• Attention to detail
• Ability to develop, prioritize and accomplish goals/time management
• Strong decision making and problem solving skills
• Exceptional communication skills (both written and verbal) with the ability to present information in a variety of different formats to all levels
• Strong interpersonal skills and high level of professionalism
• Ability to work independently and within a team environment
• Effective active listening and critical thinking skills
• Display a customer service, member-focused orientation
• Influenza vaccination is a requirement of this position. CareSource requires annual proof of Influenza vaccination for designated positions during Influenza season (October 1 – March 31) as a condition of continued employment. Employees hired during Influenza season will have thirty (30) days from their hire date to complete the required vaccination and have record of immunization verified.

Responsibilities

• Support initiatives aimed at improving member experiences, retaining existing membership, and increasing enrollment.
• Continuous review and improvement of business process workflows.
• Lead Member Advisory Councils, including identifying appropriate locations, membership, and content, in order to provide meaningful and actionable member feedback.
• Utilize formal and informal meetings to gather information and provide feedback and developmental ideas to staff members.
• Evaluate, propose and develop ongoing and existing staffing and training needs.
• Review member communications and marketing materials and engage in outreach strategies including outbound telephone, email, print and other communication media to ensure adherence to all regulatory requirements.
• Liaise and collaborate with state officials, external partners and stakeholders, and internal business owners to manage communication and deliverables.
• Review inbound call information and training evaluations and recommend and implement solutions to strengthen all programs.
• Monitor grievance and appeals data and recommend and implement solutions to strengthen the program and mitigate member disenrollment.
• Analyze data and identify trends monthly to ensure company and state regulator expectations are met.
• Perform any other job duties as requested.

Benefits

• In addition to base compensation, you may qualify for a bonus tied to company and individual performance.
• We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager