Supervisor Customer Service - Enrollment, Geisinger Health Plan
About The Position
Supervises, develops and manages a team of Customer Service Representatives to ensure customer service standards, accreditation and regulatory requirements are met. Serves as a resource for communication and access to services for staff, members, providers, employers, and other organizational customers. Reports and trends customer issues. Reviews, develops, and provides on-going training and educational tools to staff. Assist with site visits, plans, directs and controls activities of the Customer Service staff to meet the operational needs and goals of the department. Manages activities of the Customer Service staff to ensure accurate and timely completion of all customer related inquiries. Pulls data and analyzes reports of production and quality metrics and recommends changes to staffing, policies or processes. Responsible for resolving complaints, considering nature and complexity of complaint, requirements of governmental agencies, and policies. Works directly with customers on escalated issues that require management intervention.
Requirements
- High School Diploma or Equivalent (GED)
- Minimum of 6 years-Relevant experience
- Minimum of 2 years-Managerial/Supervisory
- Communication
- Customer Retentions
- Customer Service
- HR Policies, Standards And Procedures
- Service Request Management Process
Responsibilities
- Provides leadership and developmental assistance to customer service team through daily interactions and monthly one on one meetings with all direct reports.
- Conducts monthly team meetings and involves staff in decision-making.
- Promotes activities that recognize and reward staff achievement.
- Creates and maintains standards, operational activities and performance measurement tools that meet operational and market needs in operational efficiency, quality, access and member satisfaction.
- Ensures timely and productive execution of planned customer service and education.
- Manages resource allocation in order to realize efficient production and maintain customer service performance standards.
- Assures adequate staffing levels and schedules in conjunction with appropriate productivity measures.
- Manages outbound call campaigns to foster education and retention of members, increase awareness of benefits and procedures, and develop and maintain relationships while adhering to regulatory agencies and service guarantees.
- Performs supervisory duties such as attendance monitoring, performance evaluations, disciplinary actions, etc.
- Interviews and selects prospective employees assuring qualifications and skills are met.
- Handles Human Resource issues with regard to Performance Improvement Plans, interpersonal issues, and leave requests.
- Serves as a resource and support to Customer Service personnel and other departments within the health system in the pursuit of knowledge and resolution of problems.
- Supports and defines goals, policies, and procedures.
- Participates in and leads interdepartmental strategic teams to alleviate any barriers customer service representatives have in completing duties.
- Responsible for regulatory compliance.
- Manages Federal regulatory compliance of all Medicare Advantage Processes and compliance of prompt payment provision of State and Federal Regulation.
- Provides input in budget preparation.
- Processes accurate adjudication and payment of claims processing.
- Accountable for satisfying all job specific obligations and complying with all organization policies and procedures.
Benefits
- healthcare benefits for full time and part time positions from day one
- vision
- dental
- benefits for domestic partners
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
